Product Support Agent - Smart Building

Overview

The STRATIS Tier 2 Customer Support Agent is a key member of the Smart Building Product Support team, responsible for resolving complex issues for Smart Access, Smart Devices (IoT), and related solutions across a large portfolio of properties.

This role supports high-touch and strategically important clients and collaborates cross-functionally with engineering and product teams to ensure timely and effective resolutions. The position requires excellent communication skills, a customer-first mindset, and a willingness to learn.

This role serves as a critical point of escalation and customer advocacy within the Smart Building support organization. Success in this position requires a blend of technical problem-solving, strong communication, and the ability to lead resolution efforts across multiple stakeholders.

The shift would be 10 AM to 6 PM Eastern during training (about 4 weeks) and then 11/11:30-8 Eastern, with 30-60 minutes for lunch. Monday - Friday.

Responsibilities

• Take ownership of support tickets and drive them through to resolution across teams
• Analyze and troubleshoot multi-layered technical problems to determine appropriate solutions
• Document all customer interactions, findings, and resolutions in the ticketing system
• Communicate clearly and professionally via phone and email regarding issues, timelines, and resolutions
• Set expectations and maintain transparency with customers throughout the resolution process
• Deliver a personalized support experience by understanding customer environments and business needs
• Effectively manage interactions with potentially frustrated customers
• Resolve complex, high-impact support issues for strategic and high-touch clients
• Provide real-time problem-solving for urgent or escalated situations
• Champion tickets internally, coordinating across engineering, product, and partner teams
• Ensure adherence to resolution timelines and service expectations
• Contribute to knowledge sharing, documentation, and troubleshooting guidance
• Maintain in-depth knowledge of and proficiency with internal systems, support tools, platforms and integrations
• Provide structured summaries of product misbehavior and trends that may help to identify bugs, defects, and system failures to engineering teams
• Manage multiple concurrent tasks and priorities effectively
• Provide on-call or after-hours escalation support as needed

Qualifications

• 2+ years of customer service experience, preferably in a contact center environment
• Has strong communication skills, both written and verbal
• Strong technical and troubleshooting skills across multiple systems 
• A proven track record of communication and people skills
• Problem solver and able to think quickly on the spot
• An unwavering passion for client success
• Preference for working in fast-paced, goal-oriented environments
• Comfortable de-escalating potentially frustrated customers over the phone or via email
• Persistent, outgoing, and motivated personality seeking a culture that values out-of-the-box ideas and solutions
• Desire to engage in new systems and technology and convey knowledge to partners and customers

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. #LI-REMOTE #LI-JL1

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.

Pay Range