Trainer II (with AI Fluency)

REALPAGE (PHILIPPINES), INC.; Metro Manila; On-site; PHP 480,000 - 750,000; Full time

Benefits offered by this job

Day 1 HMO coverage with up to two FREE

Retirement savings plan

Leave conversion program

Life insurance coverage

Paid time off

Wellness reimbursement PHP 5000/year

Tuition reimbursement PHP 40000

Learning and development opportunities

Hybrid/onsite work setup

Job summary

RealPage Philippines is seeking a Product Support Trainer to design and deliver onboarding programs for the Product Support team. You will develop materials, facilitate live sessions or LMS courses, and align training with Quality goals while acting as a primary contact for new hires.

The role requires ongoing professional development within Global Operations, collaboration with Leadership, and a focus on improving agent knowledge and customer success metrics.

Qualifications

• Create and deliver onboarding and refresher training for Product Support.
• Develop engaging training materials and scripts to close knowledge gaps.
• Coach agents and monitor call quality to improve service levels.
• Collaborate with Leadership and internal teams to refine training content.

Responsibilities

• Create and facilitate Product Support new hire trainings and cross trainings.
• Coordinate third party training resources as needed to meet objectives.
• Provide weekly training updates to Leadership Team during sessions.
• Promote use of knowledge management tools and maintain quality standards.
• Assist agents with product questions and reinforce refresher training when needed.
• Ensure real-time solutions and clear resolution plans during escalations.

Skills

Training delivery

Onboarding training

Coaching

Cross-functional collaboration

Communication skills

Tools

LMS platforms

Knowledge management tools

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.

What You'll Do

A Product Support Trainer is responsible for creating and facilitating onboarding programs in order to achieve training objectives. Trainers directly support the departmental quality goals and initiatives of the Product Support organization. Trainers will always present a professional image and be a point of contact for new Product Support team members and will consistently reflect and instill the RealPage Promise for all Product Support employees.

This member of the Global Operations team will act as an important source for on‑going professional development during an employee’s tenure within Product Support. Trainer II is an expected to work closely with Leadership, Global Operations and others to determine the training needs of the agents. They create materials for live session facilitation or LMS self‑guided courses to efficiently close knowledge gaps and promote career growth.

About the role

A Product Support Trainer is responsible for creating and facilitating onboarding programs in order to achieve training objectives. Trainers directly support the departmental quality goals and initiatives of the Product Support organization. Trainers will always present a professional image and be a point of contact for new Product Support team members and will consistently reflect and instill the RealPage Promise for all Product Support employees. This member of the Global Operations team will act as an important source for on‑going professional development during an employee's tenure within Product Support.

Key responsibilities

• Create and facilitate Product Support new hire training sessions as well as cross trainings, refresher, and upskilling training

• Leverage understanding of the industry and our customer's needs to create an outstanding experience in every training session

• Provide high levels of agent satisfaction measured by agent satisfaction and efficiency metrics

• Build and sustain strong relationships with cross functional departments to aid in training creation, review, or facilitation

• Organize training events, new hire sessions, logistics required and advocate for consolidation in training efforts wherever possible

• Coordinate third party training resources as needed to achieve training objectives on time

• Promote development and use of knowledge management tools and adherence to quality standards

• Assist Agents with product and process questions while continuing recommending ways that indicate a refresher training may be necessary

• Manage situations that require real-time solutions and seek clear expectations or resolution plans

• Provide weekly training updates to Leadership Team during all training sessions

About you

• Continue to learn and become proficient in training multiple RealPage products

• Stay current on the releases and process changes occurring for all assigned products so that training materials and product content remain accurate

• Create innovative and thorough skill development training scripts and coaching style methods and approaches to effectively relay knowledge

• Help identify any process gaps and product gaps and work with Leadership and other internal teams to close gaps

• Document and share product knowledge timely and accurately

• Participate in Agent Call Quality Monitoring program

PRIMARY RESPONSIBILITIES

• Create and facilitate Product Support new hire training sessions as well as cross trainings, refresher, and upskilling training.

• Leverage understanding of the industry and our customer’s needs to create an outstanding experience in every training session.

• Provide high levels of agent satisfaction measured by agent satisfaction and efficiency metrics.

• Build and sustain strong relationships with cross functional departments to aid in training creation, review, or facilitation.

• Organize training events, new hire sessions, logistics required and advocate for consolidation in training efforts wherever possible.

• Coordinate third party training resources as needed to achieve training objectives on time.

• Promote development and use of knowledge management tools and adherence to quality standards.

• Assist Agents with product and process questions while continuing recommending ways that indicate a refresher training may be necessary.

• Manage situations that require real-time solutions and seek clear expectations or resolution plans.

• Utilize highly emotional situations and coach agents on best practices to de‑escalate.

• Provide weekly training updates to Leadership Team during all training sessions.

• Inform product support agents on delivering a high level of customer service within Product Support guidelines.

• Determine appropriate support for close out best support training.

• Create innovative and thorough skill development training scripts and coaching style methods and approaches to effectively relay knowledge.

• Help identify any process gaps and product gaps and work with Leadership and other internal teams to close gaps.

• Document and share product knowledge timely and accurately while performing well in the situation.

• Continue to learn and become proficient in training multiple RealPage products.

• Stay current on the releases and process changes occurring for all assigned products so that training materials and product content remain accurate.

• Participate in Agent Call Quality Monitoring program.

• Perform administrative duties as required.

About us

RealPage is 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.

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

• Wellness reimbursement benefits of up to PHP 5,000 per year

• Tuition reimbursement of up to PHP 40,000 for approved education and professional development programs

• Access to learning, development, and upskilling opportunities designed to help you grow your career

• Collaborate with talented people and work on solutions that make a real‑world impact