Direct Hire Opportunity for a Product Support Agent--RealPage, Inc.
WE ARE NOT A STAFFING AGENCY
Due to our company's growth, we have an internal department who is looking for a talented Product Support Agent with experience implementing, training, and supporting software applications.
The salary and benefits for these opportunities are VERY competitive with the market.
SUMMARY
The Product Support Agent II provides initial and ongoing training to customers using software specific to the assisted living field. The Product Support Agent II also configures product for customer use and responds to customer requests for support. This position must listen carefully to customer calls, and effectively communicate solutions to their problems. Additionally, this position may periodically adjust the training plan to accommodate customer needs.
PRIMARY RESPONSIBILITIES.
• Perform initial and ongoing training of customers on all aspects of software, including basic setup and reporting.
• Serve as a customer support resource for customers by responding to inquiries by phone or email.
• Respond to and resolve customer support requests; escalate issue when necessary.
• Monitor support requests to determine if a training issue or a technical support issue exists.
• Contribute to system documentation and take proactive action when needed.
• Provide periodic 24 hour support via company provided cell phone.
• Perform customer set up actions, such as configuring the product, for new customer implementation.
• Run reports of support inquiries and training accomplished. Conduct trend analysis and make recommendations to reverse adverse trends.
• Communicate program enhancements and other relevant product information to customers when necessary.
• Refer training questions on program implementation and/or management to appropriate team member.
• Participate in team discussions of work-arounds, and prioritizing data fixes, features and enhancements.
• Additional duties as assigned.
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
• High school diploma or equivalent; Bachelors degree preferred
• Minimum of 3 years experience in a training or technical support role
• Excellent written and oral communications skills.
• Familiarity with Windows- based software including Outlook, Excel, Word; and internet navigation.
• Prior experience with Web Ex conferencing highly desired
• Prior experience in the senior living industry highly preferred
• Ability to travel to customer locations upon request. Travel requirement is less than 10%.
• Experience helping users download Citrix, and supporting user printing in a Citrix environment preferred
• Strong team player with excellent interpersonal and communication skills
• Flexibility to work extended hours when necessary
• Ability to effectively manage multiple priorities with minimal supervision
• Detail oriented
At RealPage, Inc. we are industry pioneers in the development and support of property management software for multi-family housing. Our products and services are used by apartment complexes across the nation to streamline their business operations. We have 6 web-based applications that cover all spectrums of their business.
Please feel free to check out our website below for more information on the company.
RealPage, Inc. website: www.realpage.com
- Compensation: Hourly rate is negotiable
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.