Technical Support Representative | Hybrid – Manila & Cebu Vacancies at REALPAGE (PHILIPPINES), INC.

Job Info

Job Summary:

The Technical Support Representative will communicate with customers via phone, chat and/or email inquiries requiring assistance with RealPage software products. Agents quickly respond to the call, chat or email, diagnose the issue, accurately record all issues in the CRM tool and strive to achieve a high First Call Resolution rate or assign the case to Tier 2 agent for further review.

PRIMARY RESPONSIBILITIES  

Responsibilities include, but not limited to:

• Deliver customer centric care via phone, chat or email interactions with customers that drives customer satisfaction.
• Leverage understanding of the industry, customer’s portfolio of products, and their business processes to deliver a personalized experience with every customer interaction.
• Document customer interactions through the ticket management system.
• Establish relationships and trust with customers during interactions.
• Provide basic training to customers that may require a how-to session and walkthrough. 
• Troubleshoot integrated products with customers to isolate issues to root cause.
• Manage situations that require real-time solutions and setting clear expectations on resolution plans.
• Provide high levels of customer satisfaction measured by customer satisfaction and efficiency metrics. 
• Document product knowledge solutions when applicable.
• Learn and become proficient on one or more RealPage products by gaining “Skills Certification” in assigned product support areas and more as career progresses.
• Perform additional duties as required.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES 

• College degree highly preferred (Undergraduate may also apply at least 2nd year college without back subjects)
• With 2 years Technical Support and Customer Service experience in BPO/Call Center set up 
• Technical Knowledge: Basic understanding of Windows; Basic Web skills; Basic understanding of Google Apps; Comfortable with CRM systems preferred
• With experience in handling an Accounting Software preferred, but not required
• Superb Communication Skills
• Must have excellent customer service skills
• Must have the ability to multi-task in a fast-paced environment
• Must have strong active listening skills
• Exceptional analytical and problem-solving skills
• Must be willing to work in a fixed night shift schedule
• Must be flexible in terms of work arrangement (Work on Site, Home and Hybrid)

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Company Description

Company Info

• Industry: Call Center/IT-Enabled Services/BPO
• Company Size: 2001 - 5000 Employees
• Benefits & Others: Dental, Education support, Miscellaneous allowance, Medical, Sports (e.g. Gym), Business Casual, Varied Shifts