RealPage jobs - Payments Operations Specialist

The Operations Support Specialist II is responsible for the management, evaluation, assignment, and escalation of customer-reported issues to resolve to closure and ensure Service Level Standards (SLS) are maintained. This position will work closely with clients as well as Product Development team to resolve support issues.  This will include the testing of new operations solutions. This position will also work with the Operations Support Manager and possibly other levels of management to develop processes and procedures that are scalable, repeatable and measurable.

• Monitor and triage Salesforce Problem Management Escalation (PME) queue to ensure prompt acknowledgement of issues
• Monitor and escalate the Next Expected Update (NEU) date if it is in the past

• Define and analyze key metrics of customer usage and identify opportunities for increased execution

• Ensure all issues have been assigned the appropriate priority
• Hold meetings with team members to provide updated information about the status of PMEs
• Partner with the Product Support team and development team to better solve client issues
• Provide support for all issues by determining and ensuring the level of detail required to efficiently resolve the issues are documented; if not, identify what is required and proactively take actions to attain the required information
• Assign issues in a timely manner to the appropriate teams (when needed) ensuring appropriate communications, acknowledgement, understanding and follow-up of the issue assigned
• Provide direct customer support when required (i.e. Web-ex, conference calls) to effectively understand requirements and help resolve the issue more efficiently
• Contribute to improving processes that will improve quality and client satisfaction
• Create knowledge articles for P1 incidents, issues that are out of the ordinary, and workarounds
• Create and provide monthly reporting to management, as requested
• Build and maintain positive relationships with clients, internal staff and teams within financial services
• Manage tasks to meet the assigned dates
• Onboarding new employees
• Act as a backup for the manager
• Process owner of 2+ processes within support

• High School Diploma or equivalent work experience is required
• 2-3 years’ experience in customer service or technical support
• Basic to intermediate knowledge of MS Office (Word, Excel, PowerPoint, Outlook)
• Problem solving skills
• Proficient in oral and written communication
• Detail-oriented, and strong data analysis skills
• Reliable and dependable
• Ability to hit deadlines
• Ability to work under pressure
• Ability to multitask
• Ability to adapt to change
• Organizational skills
• Excellent follow up skills required