SUMMARY

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 I on the Problem Management team, you will provide middle-tier customer support for RealPage’s Leasing products and solutions, including Knock CRM. 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
• exercising/analyzing API requests
• 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 1-2 years of technical customer service experience, fluent in multifamily real estate technologies; must be able to set and manage customer expectations and comfortable handling customer complaints  
• Bachelor’s degree or work equivalent in a technical or analytical role
• Technical knowledge and understanding of software and product applications, including basic to intermediate 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

• Proficient understanding of the multifamily SaaS industry and third-party integrations
• Prior experience with RealPage Leasing/Knock CRM products and solutions is a plus
• Intermediate to advanced SQL and API skills
• 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  

SALARY AND BENEFITS

RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:

• Health, dental, and vision insurance.
  
• Retirement savings plan with company match.
  
• Paid time off and holidays.
  
• Professional development opportunities.
  
• Performance-based bonus based on position.

Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.

Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.