Overview
The Pod Lead at RealPage, Inc. is responsible for mentoring and developing Customer Support Specialist, ensuring they deliver exceptional technical assistance to customers. This role combines technical expertise with coaching skills to enhance team performance, improve product knowledge, and drive customer satisfaction. The ideal candidate will have a strong background in RealPage software solutions, excellent communication skills, and a passion for fostering growth in others.
Responsible for enhancing the technical proficiency of RealPage's Customer Support team. This role focuses on training, mentoring, and troubleshooting support to ensure agents can effectively resolve technical issues related to RealPage software. By providing hands-on coaching and creating technical resources, the Technical Coach directly impacts first-call resolution (FCR), escalation rates, and agent confidence.
Responsibilities
Technical Support Leadership
- Serve as a subject matter expert (SME) on RealPage products, assisting CS Specialists with complex issues.
- Escalate unresolved technical issues to relevant teams or matrix partners when necessary.
- Stay updated on product updates, bug fixes, and new features to ensure accurate coaching.
Coaching & Development
- Provide one-on-one and group coaching sessions to CS Specialists to improve technical troubleshooting, customer service, and product expertise.
- Monitor support interactions (calls, chats, tickets) to identify knowledge gaps and provide constructive feedback.
- Submit knowledge base articles, and best practice guides.
- Conduct role-playing exercises and simulations to reinforce learning.
Collaboration & Process Enhancement
- Work with Training and CX teams to refine onboarding and continuous learning programs.
- Provide feedback to product teams on recurring customer issues and suggest improvements.
- Participate in cross-functional meetings to align support strategies with company goals.
Case Management (PME)
- Ticket Intake and Initial Triage including filtering, identification and resolving quick wins issues
- Investigation and Diagnosis. Validating reported problems in relevant environments (i.e. clone)
- Gather Evidence and necessary information.
- Routing and Coordination to responsible groups (T2/T3 etc)
- Collaborate cross-functionally
- Validate fixes and Document Solutions
Qualifications
- 1+ years demonstrated mastery supporting the Buildium product and processes
- 2+ years of technical support experience is required
- Flexible, detailed, and able to successfully accept change
- Must exhibit excellent written and verbal communication skills
- Good working knowledge of Microsoft Word, Excel, and PowerPoint for presentations and reports
- Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents
