Technical Support Level 3 (Scripting & Coding / AI Literacy) I US Hybrid

REALPAGE (PHILIPPINES), INC.; Manila; Hybrid; PHP 391,000 - 725,000; Full time

Benefits offered by this job

Meals provided at office

Day 1 HMO coverage for dependents

Retirement savings plan

Leave conversion program

Life insurance

Paid time off and holidays

Job summary

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.

Responsibilities

• 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.

Skills

CRM proficiency

SaaS support

Technical troubleshooting

Communication

Multitasking

Education

College education

Tools

Salesforce

Zendesk

Jira

Microsoft Office

Job description

Make an Impact with RealPage

Looking for a role where your work directly influences business outcomes and customer success?

At RealPage, you'll join a global SaaS technology company that is transforming the real estate industry through innovative software, data, and AI-driven solutions. We empower our teams to think big, take ownership, and deliver meaningful results every day.

Whether you're solving complex challenges, collaborating with global stakeholders, or driving operational excellence, you'll have the opportunity to grow your career while making a real impact.

The Technical Support Level 3 role provides advanced technical and functional support for RealPage software solutions, troubleshooting complex issues, guiding users, and ensuring timely resolution while maintaining high customer satisfaction. This role also supports AI-driven and automation initiatives by leveraging tools and emerging technologies to enhance operational efficiency and customer experience.

What You'll Do

• Provide advanced technical and functional support for RealPage solutions, resolving complex issues such as CRM configurations, product integrations, and software navigation via phone, email, and chat.

• Serve as the primary escalation point for customer support concerns, facilitate MBRs for PMCs, and coordinate with Tier 3, Development, and cross-functional teams to drive issue resolution.

• Document customer interactions, resolutions, and escalations while ensuring clear communication and accurate ticket management.

• Stay current on RealPage product updates, collaborate on support process improvements, and meet established KPIs for response time, resolution rate, and customer satisfaction.

• Report to the Customer Support Performance Coach or Senior Customer Support leadership.

• Leverage AI-powered tools, knowledge assistants, and automation solutions to improve troubleshooting efficiency, accuracy, and overall customer support experience.

• Utilize scripts, queries (e.g., SQL), and automation tools to streamline repetitive support tasks, support issue resolution, and identify opportunities for workflow automation.

• Contribute to AI knowledge bases, solution documentation, and the testing/adoption of new AI-driven support capabilities while ensuring compliance with company AI governance guidelines.

What We're Looking For

• Minimum of 3 years of college education, preferably in Business, IT, or a related field.

• 2-4 years of technical customer support experience, preferably in a SaaS environment, with strong problem-solving, communication, and multitasking skills.

• 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 and fixes. Exposure to Python, SQL, automation workflows, and AI-assisted support tools.

Work Schedule & Setup

• Must be willing to work onsite during the first 90 days of training

• Hybrid setup begins on the 4th month, with two onsite days per week

• Supports US business operations - Fixed graveyard shift schedule with night differential pay

What We Offer

• Enjoy complimentary meals while you’re in the office

• Day 1 HMO coverage with up to two FREE dependents

• Retirement savings plan

• Leave conversion program

• Life insurance coverage

• Enjoy paid time off, company holidays