Customer Support Engineer - Revenue Management

ABOUT THE TEAM

The Problem Management team acts as the escalation point for complex product issues originating from customers through Product Support. Serving as a vital link between Product Support and Product Engineering, we investigate issues to identify solutions or feasible workarounds and document and escalate defects to Product Engineering when necessary. Additionally, we aim to enhance the Product Support team's capabilities by providing advanced product knowledge and troubleshooting guidance.

WHAT YOU'LL DO

As a Developer Analyst II on the Problem Management team, you will provide middle-tier customer support for RealPage's Revenue Management products and solutions. In this role, you will develop a comprehensive understanding of these products' inner workings and engage directly with customers to perform in-depth technical analyses. Your findings will be communicated to the Product Support or Product Engineering teams to ensure effective issue resolution. This position reports to the Manager/Director of the Problem Management team.

PRIMARY RESPONSIBILITIES

• Develop a deep understanding of RealPage products and solutions
• Provide customer-centric troubleshooting and guidance for advanced technical issues through chat, email, and phone interactions
• Leverage understanding of the industry, a customer's portfolio of products, and their business processes to deliver a personalized approach
• Collaborate with internal and external stakeholders to ensure efficient and effective resolution of issues
• Contribute new findings to the Consumer Problem Management Wiki for knowledge transfer and training of peers and Product Support
• Perform root cause analysis of case escalations from Product Support for a given product by:
• executing/analyzing SQL queries
• evaluating patterns of behavior of the software
• Thoroughly document issues and customer interactions through the ticket management system, escalating up the support organization hierarchy as necessary
• Perform additional duties as required

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Tech-savvy professional with a minimum of 3-4 years of technical customer service experience, fluent in multifamily real estate technologies; must be proficient in setting and managing customer expectations and effectively addressing and resolving customer complaints
• Bachelor's degree or work equivalent in a technical or analytical role
• Strong technical knowledge and proficiency with software and product applications, including intermediate to advanced experience in SQL and API calls
• Excellent verbal, written, and interpersonal communication skills, and ability to distill complex topics and communicate them clearly and coherently with a consultative approach
• Proficiency in conducting root cause analysis and providing actionable, high-value solutions to reported incidents using data analytics, business acumen, technical expertise, product features, and sound judgement
• Strong desire to learn and expand product knowledge, with the ability adapt to change
• Proficient in Microsoft Office Suite (specifically Word, Excel, PowerPoint) and Customer Relationship Management (CRM) software such as Salesforce
• Highly energetic and self-motivated, with strong organizational and time management skills
• Ability to work a flexible schedule, occasional overtime may be requested
• Ability to sit or stand for extended periods of time

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

• Advanced knowledge of the multifamily SaaS industry and a strong grasp of third-party integrations
• Prior experience with RealPage Revenue Management products and solutions preferred
• Bachelor's degree or equivalent work experience with advanced SQL certification being a plus
• A penchant for analyzing information and evaluating results
• Eagerness and a positive attitude approach to new challenges
• Tech savvy & familiar with current technologies, like desktop sharing, cloud services, CRM and VoIP