Product Support Agent I — Tech Help & Troubleshooting

RealPage, Inc.; Manila, Pasig; On-site; PHP 300,000 - 420,000; Full time

Job summary

RealPage, Inc. is seeking a Product Support Agent I to assist customers via phone, chat, or email for RealPage software products. You will diagnose issues, record details in the CRM, and aim for high first-call resolution, with escalation to Tier 2 when needed.

Role requires strong communication, basic training skills, and the ability to document interactions while maintaining customer satisfaction metrics. A tech-savvy mindset and familiarity with MS Office are essential.

Qualifications

• 2 years of customer service experience.
• Strong technical and troubleshooting skills (PCs and Internet).
• Strong verbal, written and interpersonal communication skills.
• Experience using MS Office applications (Word, Outlook, PowerPoint, and Excel).

Responsibilities

• Deliver customer centric care via phone, chat or email interactions that drives customer satisfaction.
• Leverage understanding of the industry, customer’s portfolio of products, and their business processes to deliver a personalized experience with every customer interaction.
• Document customer interactions through the ticket management system.
• Establish relationships and trust with customers during interactions.
• Provide basic training to customers that may require a how-to session and walkthrough.
• Troubleshoot integrated products with customers to isolate issues to root cause.
• Manage situations that require real-time solutions and setting clear expectations on resolution plans.
• Provide high levels of customer satisfaction measured by customer satisfaction and efficiency metrics.
• Document product knowledge solutions when applicable. Learn and become proficient on one or more RealPage products by gaining “Skills Certification” in assigned product support areas and more as career progresses.

Skills

Customer service

Communication

Troubleshooting

Typing speed

Tools

MS Office

Job description

RealPage, Inc. is seeking a Product Support Agent I to assist customers via phone, chat, or email for RealPage software products. You will diagnose issues, record details in the CRM, and aim for high first-call resolution, with escalation to Tier 2 when needed.

Role requires strong communication, basic training skills, and the ability to document interactions while maintaining customer satisfaction metrics. A tech-savvy mindset and familiarity with MS Office are essential.