About this role
Overview
The Customer Support Ambassador III at RealPage is responsible for providing third-level technical and functional support to customers using RealPage software solutions. This role involves troubleshooting issues, guiding users through product features, and ensuring timely resolution of inquiries while maintaining a high standard of customer satisfaction. The ideal candidate is a problem-solver with strong communication skills and a passion for helping clients navigate RealPage’s property software and platforms.
In addition to core support responsibilities, this role contributes to AI-enabled and automation-driven support operations by leveraging tools, scripts, and emerging technologies to improve efficiency, accuracy, and customer experience.
Responsibilities
- Handles complex issues, such as troubleshooting CRM tool configurations or resolving product integration errors via phone, email, or chat.
- Creates and facilitates MBR for PMCs
- Serves as final escalation point of our clients to any Support related inquiries or concerns up to resolution
- Escalates complex issues to Tier 3/Dev Team and relevant support teams with detailed documentation.
- Guides customers through step-by-step solutions, ensuring clear communication.
- Maintains accurate records of customer interactions and resolutions in the ticketing system.
- Assists with basic to complex software navigation.
- Stays updated on RealPage product features, updates, and known issues.
- Collaborate with cross-functional teams to improve product support processes.
- Meet or exceed KPIs (e.g., response time, resolution rate, customer satisfaction).
- Reports to Customer Support Performance Coach or Sr. Customer Support
AI, Automation & Innovation
- Utilize AI-powered tools (e.g., copilots, knowledge assistants) to improve troubleshooting speed and accuracy
- Apply automation tools and scripts to streamline repetitive support tasks (e.g., data validation, case handling steps)
- Assist in identifying opportunities for automation within support workflows and recurring issues
- Perform basic scripting or query execution (e.g., SQL, prebuilt scripts) to support issue resolution
- Contribute to the development and refinement of AI knowledge bases and prompts by documenting solutions and patterns
- Collaborate with Technical Coaches and leadership in testing and adopting new
- AI-driven support capabilities
- Ensure responsible and effective use of AI tools aligned with company guidelines
Qualifications
Required:
- Must have completed at least three (3) years of college education (preferably inBusiness, IT or any Technological course) or its equivalent
- 2–4 years of technical customer service experience, preferably within a SaaS or RealPage Customer Support team
- Strong problem-solving and analytical skills
- Excellent verbal and written communication skills
- Ability to multitask in a fast-paced environment
- Experience in Python, AI tools, automation platforms, or scripting
Preferred Qualifications:
- Basic understanding of SaaS, property management software, or related tech.
- Familiarity with RealPage products (e.g., OneSite, YieldStar, LeasingDesk).
- Knowledge of SQL and data coding and fixes
- Work Environment
- Fast-paced, customer-focused support environment.
• Hybrid work setup• Occasional overtime or on-call support during critical periods.
KNOWLEDGE/SKILLS/ABILITIESRequired:
Technical Skills:
- Experience with CRM/ticketing systems (e.g., Salesforce, Zendesk).
- Strong troubleshooting skills in SaaS environments.
- Familiarity with support tools (e.g., Zendesk, Salesforce, JIRA).
- Basic to Intermediate knowledge of Microsoft PowerPoint, Word and Excel.
- Experience in:
Python
- SQL / queries
- Automation tools or workflows
- AI-assisted support tools
Soft Skills:
- Excellent communication and active listening skills.
- Patience and empathy when dealing with customers.
- Ability to comprehend complex technical concepts.
- Strong organizational & time-management skills with the ability to handle multiple tasks
- Ability to collaborate effectively with other team members