A Product Support Agent is an experienced Customer Service Representative responsible for delivering exceptional support to both internal and external stakeholders. This role offers a unique opportunity to help build a new team focused on onboarding new clients into the HomeWiseDocs system and processing critical forms related to the purchase or sale of properties within Homeowners Associations (HOAs).

• Deliver customer centric care via phone, chat or email interactions with customers that drives customer satisfaction.
• Leverage understanding of the industry, customer’s portfolio of products, and their business processes to deliver a personalized experience with every customer interaction.
• Document customer interactions through the ticket management system.
• Establish relationships and trust with customers during interactions.
• Provide basic training to customers that may require a how-to session and walkthrough.
• Troubleshoot integrated products with customers to isolate issues to root cause.
• Manage situations that require real-time solutions and setting clear expectations on resolution plans.
• Provide high levels of customer satisfaction measured by customer satisfaction and efficiency metrics.
• Document product knowledge solutions when applicable.
• Learn and become proficient on one or more RealPage products by gaining “Skills Certification” in assigned product support areas and more as career progresses.
• Perform additional duties as required.

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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.