SUMMARY

The Product Support Agent II is an experienced expert product support representative responsible for providing outstanding first and second level support. This seasoned agent receives calls escalated by Product Support Agent I representatives that they cannot resolve of First Call. The Product Support Agent also provides knowledge and assistance to more junior members of the team as they grow in their of RealPage products.

PRIMARY RESPONSIBILITIES

• Responsible for researching and resolving the more complex client issues for the Product Support Team.
• Provides the Product Support Team with expert product knowledge in several RealPage Product Centers.
• Escalates client issues to Product Development when required.
• Acts as liaison with Product Development in the resolution of escalated issues.
• Communicates with Clients as required for additional information or to provide status .
• Takes inbound phone service requests as scheduled.
• Perform administrative duties as required.
• May be required to work overtime as needed.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• 2 years of customer service experience.
• Strong technical and troubleshooting skills (PCs and Internet computing).
• Strong verbal, written and interpersonal communication skills.
• Experience using MS Office applications (Word, Outlook, PowerPoint, and Excel).
• Operate during assigned shift determined upon hire based on business need.
• Ability to work a flexible schedule, occasional overtime may be requested.
• Minimum of 30 wpm typing skills.

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

• Previous call center experience.
• Ability to troubleshoot hardware.
• Understanding of networking (routers, networks, etc.).
• Experience in housing industry, property management or real estate.
• Fluency in Spanish.