Developer Analyst III

Overview:

ABOUT THE TEAM

RealPage Product Support is the largest centralized leasing and maintenance phone/email/chat support for the Multifamily and Senior housing industry in the US. Our India and Philippines' offices serve as a global expansion strategy providing business continuity, access to a pool of highly skilled service associates, and ability to provide competitive rates to our partners. Our well-trained associates work around the clock as a natural extension to our partners' onsite teams to field thru prospect inquiries and resident maintenance requests via multiple contact channels (phone, chat, email, etc.) We are also our partners' "first responders" regarding maintenance issues 24/7. We never miss an opportunity to deliver exceptional prospect and resident experiences with our encouraging team who believe in doing their best and helping our clients! For more information about our Global Contact Center, you may also visit: RealPage Support | Technical and Product Support Services | RealPage

The Technical Support team in India communicate with customers via chat inquiries requiring assistance with RealPage software products. The Developer Analysts will assist the chat agents, and handle customer inquiries to answer technical questions to support a specific solution. The team will possess a deep understanding of the innerworkings of the product, perform technical analysis and communicate solutions to the customers, and findings to the Product Support or Product Engineering teams.

WHAT YOU’LL DO

As a Developer Analyst II, you will work with the Problem Management team in the middle tier support of Consumer products. You will develop a deep understanding of the innerworkings of the products, perform deep technical analysis and communicate findings to the Product Support or Product Engineering teams. This position will report to the Manager of the respective Problem Management team

Responsibilities:

PRIMARY RESPONSIBILITIES

Deliver customer centric care and RealPage software / product / technical assistance via chat or as required via phone or email interactions with customers that drives customer satisfaction and efficiency metrics

Troubleshoot issues and answers a high number of technical questions regarding a specific solution within the supported software product

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

exercising/analyzing API requests

evaluating patterns of behavior of the software

Guide customers through the advanced stages of interaction with the platform/product

Perform root cause analysis of case for a given product by executing/analyzing SQL queries, exercising/analyzing API requests, evaluating patterns of behavior of the software

Leverage understanding of the industry, customer’s portfolio of products, and their business processes to deliver a personalized account experience with every customer interaction

Document customer interactions through the ticket management system, escalating up the support organization hierarchy as necessary

Establish relationships and trust with customers during interactions

Provide basic training to customers to walk them through how-to utilize the solution

Learn and become proficient on one or more RealPage products by gaining “Skills Certification” in assigned Experience Center areas

Perform additional duties as required

Qualifications:

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

Strong customer service, technical knowledge and software / product skills

Strong verbal, written and interpersonal communication skills

Experience using basic functions of MS Office applications (Word, Outlook, PowerPoint, and Excel)

Intermediate to advance experience in Sql and Api calling

Operate during assigned shift determined upon hire based on business need

Ability to work a flexible schedule, occasional overtime may be requested

Ability to sit or stand for extended periods of time

Ability to pay attention to details and specifics from supervisor instructions and in following established policies and procedures

Adaptable to change such as cross training etc.

Resourceful, creative, and able to think outside the box

Highly energetic and self-motivated

Solid organizational and time management skills

Able to work on a US hours / graveyard shift

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

7+ years of technical support executive and / or customer service experience with technical academic background

B. Tech or any graduate equivalent degree with Sql certification and experience

Ability to troubleshoot issues during a live interaction with customer

Experience in housing industry, property management or real estate

Tech savvy & familiar with current technologies, like desktop sharing, cloud services, CRM and VoIP