Senior Product Support Lead – Data & Analytics (Hybrid)

RealPage, Inc.; Richardson (TX); Hybrid; USD 30,000 - 51,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid time off

Professional development

Performance-based bonus

Job summary

RealPage, Inc. is seeking a senior Product Support Agent III to resolve complex inquiries for Data & Analytics products, including Business Intelligence, BI Exchange, and Central Reporting. You will diagnose root causes, document issues in CRM, and either resolve or escalate to engineering.

You will mentor teammates to deepen expertise and improve customer satisfaction across channels. The role requires 5–7 years of technical customer service, SAAS experience, and proficiency with RealPage

Qualifications

• 5-7 years of technical customer service experience; SAAS/RealPage support experience preferred
• Proficient with RealPage Data & Analytics products and able to adapt to changing priorities
• Experience mentoring or training teammates; strong communication and problem-solving skills
• Proficient in MS Office (Word, Outlook, PowerPoint, Excel)
• Experience in a SaaS environment, with knowledge of hardware/software resolutions and networking

Responsibilities

• Serve as SME on RealPage Data & Analytics products; provide detailed training and documentation
• Handle multi-channel support (inbound, email, chat, text) with flexibility to shift focus as needed
• Troubleshoot integrated products to isolate root causes, escalate to Product Development when required
• Analyze data and system behavior to resolve customer issues and coordinate with Problem Management
• Mentor peers to improve customer-centric care and product knowledge
• Learn and certify on additional RealPage products to expand expertise
• Maintain real-time solutions while setting expectations to preserve customer confidence
• Strive for high customer satisfaction and timely problem resolution
• Share product knowledge and new processes with the team

Skills

SaaS customer support

Leadership/mentoring

Troubleshooting

Communication

MS Office proficient

Shift flexibility

Education

Bachelor's degree in related field

Tools

CRM software

RealPage Data & Analytics tools

Job description

RealPage, Inc. is seeking a senior Product Support Agent III to resolve complex inquiries for Data & Analytics products, including Business Intelligence, BI Exchange, and Central Reporting. You will diagnose root causes, document issues in CRM, and either resolve or escalate to engineering.

You will mentor teammates to deepen expertise and improve customer satisfaction across channels. The role requires 5–7 years of technical customer service, SAAS experience, and proficiency with RealPage