Senior Product Support Specialist, Data & Analytics (Hybrid)

RealPage; 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 bonus

Job summary

RealPage is seeking a senior Product Support Agent III to resolve complex inquiries for property management professionals using Data & Analytics products such as Business Intelligence, BI Exchange, and Central Reporting. The role requires diagnosing root causes, documenting issues in CRM, and escalating when appropriate, while mentoring teammates.

You will own advanced troubleshooting, ensure high customer satisfaction, and continually learn multiple RealPage products through certification and

Qualifications

• 5-7 years of technical customer service experience.
• 4-5 years experience within a SAAS or RealPage Product Support team or a related degree.
• Able to shift priorities and systems with little notice or supervision.

Responsibilities

• Serves as a SME on RealPage's Data & Analytics products and provides detailed training to customers.
• Manage channel priorities to ensure coverage across all support channels (inbound/email/chat/text/calls).
• Troubleshoot integrated products with customers to isolate issues to root cause and escalate when needed.
• Mentor peers to improve customer care and product knowledge across RealPage products.
• Document and share product knowledge solutions and new processes for efficiency.

Skills

Technical customer service

SAAS experience

Mentoring teammates

Problem solving

Communication

Education

Bachelor's or higher degree in related field

Tools

MS Office Suite

CRM software

Job description

RealPage is seeking a senior Product Support Agent III to resolve complex inquiries for property management professionals using Data & Analytics products such as Business Intelligence, BI Exchange, and Central Reporting. The role requires diagnosing root causes, documenting issues in CRM, and escalating when appropriate, while mentoring teammates.

You will own advanced troubleshooting, ensure high customer satisfaction, and continually learn multiple RealPage products through certification and