Customer Support Technical Coach II

PRIMARY RESPONSIBILITIES

Technical Support Leadership

• Provide advanced technical coaching to frontline Customer Support agents.

• Conduct 1:1 and group coaching sessions focused on:• Technical troubleshooting depth
  • First Contact Resolution (FCR)
  • Average Handle Time (AHT)
  • Customer Experience (CX/CSAT)
  • Resolution quality

• Mentor and support Technical Coaches to improve coaching effectiveness and knowledge transfer.

• Coach agents handling complex product issues, integrations, accounting errors, and configuration challenges.

• Conduct deep-dive technical reviews and case-based learning sessions.

Complex Product Support Enablement

• Act as a subject matter expert for complex RealPage products (e.g., OneSite, Knock, Accounting)

• Drive advanced troubleshooting capability building across teams

• Partner with Tier 2/3, Product, and Engineering to:
o Resolve recurring issues
o Improve knowledge base and documentation

• Lead deep-dive sessions and case reviews for high-complexity scenarios

Technical Enablement Strategy Execution

• Identify skill gaps across agents and Technical Coaches

• Design and implement targeted technical learning paths

• Ensure consistent adoption of best practices and troubleshooting frameworks

• Facilitate advanced technical training sessions

QUALIFICATIONS

Required:

• Bachelor’s degree in IT, Business, or related field (or equivalent experience)

• 2+ years in technical support (SaaS, ERP, or property tech preferred)

• Experience supporting complex products (e.g., OneSite, Accounting, CRM tools)

• Minimum 2 years experience as Technical Coach or equivalent role

• Experience in Phyton, AI tools, automation, or scripting

Preferred

• Certification in Learn2Lead / Lead2Succeed

• RealPage product certifications (multiple modules)

• Coaching Certification

• Proven experience in performance coaching in a metrics-driven environment

• 1+ year in coaching, training, or leadership role

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:

• Strong proficiency in RealPage platforms (OneSite, Knock, Accounting, etc.)

• Advanced troubleshooting in SaaS environments

• Working knowledge of:
o SQL / data analysis

o Ticketing systems (Salesforce, Zendesk, JIRA)

• Basic to intermediate Phyton coding/scripting skills

• Experience with AI tools and automation platforms

Coaching & Analytical Skills

• Ability to integrate technical coaching with performance coaching

• Strong data interpretation and KPI management skills

• Skilled in developing actionable improvement plans

• Ability to lead high-impact coaching conversations