RealPage Software Support Specialist
Location: Philippines
Work Arrangement: Fully Remote
Engagement Type: Full-Time, Independent Contractor
Work Schedule: Eastern Standard Time (EST)
Hourly Rate: PHP 375 per hour
About The Methodical Group
For more than 25 years, The Methodical Group has provided staffing, business, and IT services designed to help organizations improve efficiency, reduce costs, manage risk, and achieve sustainable growth. With operations across three countries, including the Philippines, the company connects clients with quality talent and delivers tailored solutions through deep industry knowledge, collaboration, innovation, and a commitment to excellence.
Our mission is to bring a methodical approach to helping clients envision, execute, and thrive. We aim to provide an unrivaled experience for every employee, client, candidate, and professional relationship.
Software Support Specialist
As a Software Support Specialist, you will provide technical support and troubleshooting assistance to users of the company's software applications, with a primary focus on RealPage property management software and related systems.
This position requires a customer-oriented professional with a foundational understanding of software applications, troubleshooting techniques, and customer service best practices. You will resolve common technical issues, guide users through software features and processes, and contribute to the overall satisfaction and productivity of software users within the company.
Essential Job Duties and Responsibilities
- Provide first-line technical support to RealPage software users by troubleshooting common issues and escalating complex problems to senior support staff when necessary.
- Respond to user inquiries through phone, email, and chat, providing timely, professional, and effective assistance.
- Document support requests, troubleshooting steps, and resolutions accurately in the designated tracking system.
- Guide users through basic software functionalities, features, and standard processes.
- Direct users to relevant knowledge base articles, frequently asked questions, and other available support resources.
- Develop a foundational understanding of the company's software applications, including property management software and other business systems.
- Stay informed about basic software updates, changes, and newly released features.
- Provide excellent customer service and ensure a positive, helpful, and professional support experience.
- Communicate technical information clearly and effectively to users with varying levels of technical proficiency.
- Follow established support procedures, service standards, and escalation processes.
- Collaborate with senior support staff and other internal teams to facilitate the timely resolution of user concerns.
Skills and Experience
- Previous experience as a help desk technician, software support specialist, technical support representative, or in a similar customer support role.
- Working knowledge of RealPage applications, such as OneSite, Financial Suite, OpsTechnology, or other related RealPage products.
- Ability to diagnose and resolve basic technical and software-related issues.
- Basic knowledge of Microsoft Office Suite and Google Workspace.
- Strong verbal and written communication skills.
- Strong customer service and problem-solving skills.
- Ability to document technical issues and resolutions clearly and accurately.
- Familiarity with help desk, ticketing, or support tracking systems is an advantage.
- Ability to work independently and collaborate effectively in a fully remote environment.
- Ability to work a full-time schedule aligned with Eastern Standard Time.
Work Requirements
- Must be based in the Philippines.
- Must be available to work full-time during Eastern Standard Time hours.
- Must have a reliable computer that meets the role's technical requirements.
- Must have a stable, high-speed internet connection.
- Must have a quiet and professional remote workspace.
- Must be comfortable working under an independent contractor arrangement.
- Must be able to communicate effectively through phone, email, chat, and virtual collaboration platforms.
