Product Support Specialist — Software Help & Troubleshooting

Realpage; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

RealPage is seeking a Product Support Agent I in Cebu City to assist customers using RealPage software via phone, chat or email. You will diagnose issues, record details in the CRM and strive for high first-call resolution while escalating to Tier 2 when needed.

In this full-time role, you'll contribute to customer satisfaction through clear communication, basic product training and timely issue resolution, while maintaining flexible scheduling and strong teamwork.

Qualifications

• 2 years of customer service experience
• Strong technical and troubleshooting skills (PCs and Internet computing)
• Proficient in MS Office applications (Word, Outlook, PowerPoint, and Excel)
• Minimum of 30 wpm typing skills

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
• 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 and pursue Skills Certification in assigned product support areas

Skills

Customer service

Troubleshooting

Strong communication

MS Office

Typing 30 wpm

Basic IT/PC skills

Shift flexibility

Tools

CRM software

RealPage products

Job description

RealPage is seeking a Product Support Agent I in Cebu City to assist customers using RealPage software via phone, chat or email. You will diagnose issues, record details in the CRM and strive for high first-call resolution while escalating to Tier 2 when needed.

In this full-time role, you'll contribute to customer satisfaction through clear communication, basic product training and timely issue resolution, while maintaining flexible scheduling and strong teamwork.