Technical Support Level 3: Scripting, AI & SaaS Solutions

REALPAGE (PHILIPPINES), INC.; Manila; Hybride; PHP 391 000 - 725 000; Plein temps

Avantages offerts par ce poste

Meals provided at office

Day 1 HMO coverage for dependents

Retirement savings plan

Leave conversion program

Life insurance

Paid time off and holidays

Résumé du poste

RealPage Philippines, Inc. is seeking a Technical Support Level 3 to deliver advanced technical and functional support for RealPage software solutions, including complex CRM configurations and product integrations.

The role focuses on timely resolution and strong customer satisfaction. The position requires collaboration with Tier 3, Development, and cross-functional teams, leveraging AI-driven tools to enhance troubleshooting efficiency and automation.

Qualifications

• Minimum of 3 years of college education, preferably in Business, IT, or a related field.
• 2-4 years of technical customer support experience in a SaaS environment.
• Experience with CRM and support tools (Salesforce, Zendesk, Jira) and troubleshooting in SaaS environments.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Knowledge of SQL and data coding; exposure to Python, SQL, automation workflows, and AI-assisted support tools.

Responsabilités

• Provide advanced technical and functional support for RealPage solutions, resolving complex issues via phone, email, and chat.
• Serve as the primary escalation point for customer support concerns and coordinate with cross-functional teams to drive issue resolution.
• Document customer interactions, resolutions, and escalations with clear ticket management.
• Stay current on RealPage product updates and meet KPIs for response time, resolution rate, and customer satisfaction.
• Leverage AI-powered tools and automation to improve troubleshooting efficiency and customer experience.
• Utilize scripts, queries (SQL), and automation tools to streamline repetitive tasks and identify workflow improvements.
• Contribute to AI knowledge bases and solution documentation while complying with AI governance.

Connaissances

CRM proficiency

SaaS support

Technical troubleshooting

Communication

Multitasking

Formation

College education

Outils

Salesforce

Zendesk

Jira

Microsoft Office

Description du poste

RealPage Philippines, Inc. is seeking a Technical Support Level 3 to deliver advanced technical and functional support for RealPage software solutions, including complex CRM configurations and product integrations.

The role focuses on timely resolution and strong customer satisfaction. The position requires collaboration with Tier 3, Development, and cross-functional teams, leveraging AI-driven tools to enhance troubleshooting efficiency and automation.