Help Desk Coordinator I at RealPage, Inc. (Dallas, TX)

| Dallas-Fort Worth, TX
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RealPage Outperforms! We are a leading global provider of software and data analytics to the real estate industry. Clients use our platform to improve operating performance and increase capital returns. We are a run fast, have fun and reap rewards type of environment. RealPage offers an engaging work culture that fosters personal and career growth for our employees. We continually reinvent and evolve to meet the needs of the customers we serve through technology and vision. You can feel it in the work we do and the clients that benefit. Our unique company philosophy fosters innovation, excellence and collaboration.ABOUT THE TEAM

SmartSource IT is a Managed Services Provider offering IT support ranging from Desktop and Network support, On-Site dispatches, Hosting, and Microsoft Cloud Solutions Suite. The Contractor Dispatch is our client's first point of contact and will be responsible for responding to Tier I Service Desk requests through phone, participate in the call queue to triage and route incoming support calls, and perform ticket coordination, while providing excellent customer service. This role will work closely with the US, IN and Manila End user support teams to help provide support to over 30 Property Management clients and maintain client SLA's.

In this role, you will be responsible for providing remote Tier I support via telephone, email, and various support tools to ensure customer resolution and satisfaction for service requests within established SLAs.

  • Provide excellent customer service while providing timely response to all SmartSource IT (SSIT) clients
  • Responsibilities include but are not limited to, answering, and routing service desk calls and assisting with categorizing tickets from the ServiceDesk queue
  • Required to follow internal processes and Standard Operating Procedures (SOPs) as it relates to using our SSIT Tools (Ticketing system is ConnectWise Manage and call queues)
  • Performing first level response and troubleshooting to include password reset requests and check scanner, printer, and software installation / troubleshooting support
  • Ask fact finding/probing questions and provide appropriate documentation and notes on the tickets so that technicians can easily identify and resolve
  • Ability to identify support categories (sub area types) based on the issues being described by the end user
  • Responsible for maintaining and hitting targets for KPIs and Metrics such as Speed to answer, Average handling time, SLAs, and First Call Resolution (for certain types of calls)
  • Establish and maintain a positive professional relationship with users and coworkers
  • Follow instructions and technical guidelines using SOP documents
  • Guide end users through finding their computer's name
  • Additional duties as assigned

The ideal candidate should have experience and have proficiency in the following areas:

  • Minimum of 1-2 years in a Helpdesk role with an emphasis on customer service
  • Working knowledge of Active Directory (AD) and Office 365
  • Working knowledge of Microsoft Office Products such as Outlook and Teams
  • General awareness of computer systems, PC repair, and network management
  • Working knowledge of troubleshooting printers, Microsoft OS, and internet browser related issues
  • Experience with ConnectWise tools such as Manage, Automate, and Control preferred
  • Powershell or scripting experience highly desired
  • MSP experience strongly preferred
  • Comptia A+ and/or Network+ preferred
  • Demonstrated conflict resolution skills
  • Self-motivated and able to follow procedures and instructions #LI-JL1

At RealPage, we're always looking for talented professionals who thrive in a learning work environment that continually supports individual greatness. We foster a culture of innovation and creativity. It is the things you do that bring out the best of you and RealPage.

RealPage considers qualified applicants without regard to gender, sexual orientation, gender identity, religion, race, national origin, age, veteran, or disability status. We celebrate diversity and are committed to building an inclusive work environment where all teammates feel a sense of belonging while bringing their authentic self to the table and being valued for it.
More Information on RealPage, Inc.
RealPage, Inc. operates in the PropTech industry. The company is located in Richardson, TX, San Francisco, CA and Greenville, SC. RealPage, Inc. was founded in 1998. It has 6681 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability insurance, Dental insurance, Vision insurance, Health insurance and Life insurance. To see all 24 open jobs at RealPage, Inc., click here.
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