Job Description

Overview:

Developer Analysts quickly respond to the chat and as required via call or email, diagnose the issue, accurately record all issues in the CRM tool, conduct extensive trouble shooting, does root cause analysis, handle escalations and strive to achieve a high customer satisfaction rate or assign the case to development for further review. This position will report to the Team Leader.


Responsibilities:
Deliver customer centric care and RealPage software / product / technical assistance via chat or as required via phone or email interactions with customers that drives customer satisfaction and efficiency metrics Troubleshoot issues and answers a high number of technical questions regarding a specific solution within the supported software product Guide customers through the advanced stages of interaction with the platform/product Perform root cause analysis of case for a given product by executing/analyzing SQL queries, exercising/analyzing API requests, evaluating patterns of behavior of the software Leverage understanding of the industry, customer's portfolio of products, and their business processes to deliver a personalized account experience with every customer interaction Document customer interactions through the ticket management system, escalating up the support organization hierarchy as necessary Establish relationships and trust with customers during interactions Provide basic training to customers to walk them through how-to utilize the solution Learn and become proficient on one or more RealPage products by gaining "Skills Certification" in assigned Experience Center areas Perform additional duties as required
Qualifications:
4+ years of technical support executive and / or customer service experience with technical academic background Tech or any graduate equivalent degree with Sql certification and experience Ability to troubleshoot issues during a live interaction with customer Experience in housing industry, property management or real estate Tech savvy & familiar with current technologies, like desktop sharing, cloud services, CRM and VoIP.

Salary and Benefits

RealPage provides a competitive salary package along with a comprehensive benefit plan that includes: Health, dental, and vision insurance.*
Retirement savings plan with company match.*
Paid time off and holidays.*
Professional development opportunities.*
Performance-based bonus based on position.*

Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance. Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.