Overview
The Customer Experience (CX) Advocate at RealPage is responsible for providing first-level technical and functional support to customers using RealPage software solutions. This role involves troubleshooting issues, guiding users through product features, and ensuring timely resolution of inquiries while maintaining a high standard of customer satisfaction. The ideal candidate is a problem-solver with strong communication skills and a passion for helping clients navigate RealPage's property software and platforms.
Responsibilities
- Provide first-tier technical support to customers via phone, email, or chat.
- Troubleshoot and resolve basic issues related to RealPage products.
- Escalate complex issues to relevant support teams with detailed documentation.
- Guide customers through step-by-step solutions, ensuring clear communication.
- Maintain accurate records of customer interactions and resolutions in the ticketing system.
- Assist with basic software navigation.
- Stay updated on RealPage product features, updates, and known issues.
- Collaborate with cross-functional teams to improve product support processes.
- Meet or exceed KPIs (e.g., response time, resolution rate, customer satisfaction).
Required
Qualifications
- Must have completed at least three (3) years of college education (preferably in Business, IT or any Technological course) or its equivalent.
- 1+ years of experience in technical support and a customer-facing role.
- Experience in ticketing system
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills.
- Ability to multitask in a fast-paced environment.
Preferred Qualifications
- Basic understanding of SaaS, property management software, or related tech.
- Familiarity with RealPage products (e.g., OneSite, YieldStar, LeasingDesk).
- Knowledge of SQL or basic database concepts is a plus.
Work Environment
- Fast-paced, customer-focused support environment.
- Hybrid work setup
- Occasional overtime or on-call support during critical periods.
Knowledge/Skills/Abilities
Required:
Technical Skills
- Experience with CRM/ticketing systems (e.g., Salesforce, Zendesk).
- Strong troubleshooting skills in SaaS environments.
- Familiarity with support tools (e.g., Zendesk, Salesforce, JIRA).
- Basic to Intermediate knowledge of Microsoft PowerPoint, Word and Excel.
Soft Skills
- Excellent communication and active listening skills.
- Patience and empathy when dealing with customers.
- Ability to comprehend complex technical concepts.
- Strong organizational & time-management skills with the ability to handle multiple tasks
- Ability to collaborate effectively with other team members
