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Requisition Number 18-1940
Post Date 1/11/2019
Title Product Support Agent
Job Family Product Support
Location On-site - Campbell CA
Description SUMMARY

This Product Support Agent receives inbound phone service requests from property management professionals requiring assistance with RealPage software products. Agents quickly respond to the call, quickly diagnose the problems, accurately record all issues in the CRM tool, and achieve a high First Call Resolution Rate.

PRIMARY RESPONSIBILITIES

• Full-time on phone support of RealPage products
• Accurately document and record issues within the CRM tool
• Provide a high first call resolution rate for client issues
• Achieve or exceed minimum service level requirements set forth by management
• Gain ‘Skills Certification’ in assigned product support areas
• Perform administrative duties as required


REQUIRED KNOWLEDGE / ABILITIES

• Strong technical and troubleshooting skills in PCs and Internet computing
• Great customer service skills required; minimum of 2 years providing high quality customer service
• Call center experience highly desired
• Familiarity with basic office productivity software
• Experience in Multifamily housing preferred
• Minimum of 30 wpm typing skills
• Ability to work a flexible schedule that included early mornings and late afternoons
• Bachelor degree preferred; high school or equivalent required
• Ability to sit or stand for frequent periods in the same location with some opportunity to move about
• Occasional overtime may be requested


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