Customer Support Ambassador III - Coding / Scripting / AI Experience

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

Required Qualifications

• Must have completed at least three (3) years of college education (preferably in Business, 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/Abilities Required:

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