Dev Analyst III, OneSite

Description

• evaluating patterns of behavior of the software
• executing/analyzing SQL queries
• Learn and become proficient on one or more RealPage products by gaining “Skills Certification” in assigned Experience Center areas
• Perform root cause analysis of case escalations from Product Support for a given product by:
• Troubleshoot issues and answers a high number of technical questions regarding a specific solution within the supported software product
• Establish relationships and trust with customers during interactions
• Document customer interactions through the ticket management system, escalating up the support organization hierarchy as necessary
• Guide customers through the advanced stages of interaction with the platform/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 for a given product by executing/analyzing SQL queries, exercising/analyzing API requests, evaluating patterns of behavior of the software
• exercising/analyzing API requests
• Provide basic training to customers to walk them through how-to utilize the solution
• 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
• Operate during assigned shift determined upon hire based on business need

Requirements

• Strong customer service, technical knowledge and software / product skills
• Tech savvy & familiar with current technologies, like desktop sharing, cloud services, CRM and VoIP
• Ability to pay attention to details and specifics from supervisor instructions and in following established policies and procedures
• Experience in housing industry, property management or real estate
• Ability to sit or stand for extended periods of time
• Solid organizational and time management skills
• Resourceful, creative, and able to think outside the box
• Ability to work a flexible schedule, occasional overtime may be requested
• Able to work on a US hours / graveyard shift
• Experience using basic functions of MS Office applications (Word, Outlook, PowerPoint, and Excel)
• 7+ years of technical support executive and / or customer service experience with technical academic background
• Leverage understanding of the industry, customer’s portfolio of products, and their business processes to deliver a personalized account experience with every customer interaction
• Highly energetic and self-motivated
• Intermediate to advance experience in Sql and Api calling
• Ability to troubleshoot issues during a live interaction with customer
• B. Tech or any graduate equivalent degree with Sql certification and experience
• Strong verbal, written and interpersonal communication skills
• Adaptable to change such as cross training etc.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance