Support Analyst

Overview

At RPM, we’re in the business of extraordinary. We believe people-first is the way to success which is why we provide top industry pay, comprehensive benefits, and a path of upward mobility via career training and education. Join us and start your extraordinary journey today.

Purpose Statement: We empower RPM’s success through exceptional technology solutions and support delivered with a concierge-level commitment to service excellence. We partner across all Teams and departments, recognizing that every technical challenge represents a business goal waiting to be achieved. We combine proven best practices with the agility to innovate; ensuring RPM excels in a rapidly evolving industry. Our approach combines proactive problem-solving with responsive support, ensuring technology enhances the growth of our associates and therefore RPM.

Through continuous learning, strategic thinking, and a genuine passion for enabling others, we transform IT solutions from a service function into a strategic advantage. One interaction, one solution, one innovation at a time.

This position will have responsibilities in the day-to-day level one support of RPM’s property management systems (PMS-Yardi/Real Page). The Analyst will manage multiple support requests related to, but not limited to CRM, leasing and rents, property websites, expense and invoice processing and will be responsible for ensuring those support requests are completed efficiently, timely, and accurately. The role will need to follow RPM and industry best practices.

• Provide responsive and courteous end user level one property management system (PMS) support. This includes phone support, Email, video calls or an occasional visit to the property.
• Maintain clear communication with customers, keeping them informed about their support tickets' progress. Manage Customer expectations regarding estimated response times for issue resolution.
• Diagnose each issue and ensure the request is clear and complete. Troubleshoot and resolve level one software issues for Property or Corporate level users.
• Assume ownership of challenging issues and raise as required.
• Manage tickets on the RPM Ticketing system (Zendesk) and maintain RPM SLA. This includes response times, CSAT score, and low request re-open rate(s).
• Continually learn about the software platforms (Yardi, Real Page, ancillary Applications). Participate in regular RPM and/or Linked In provided training, learning and growth opportunities.
• Ensure ticket resolution steps are documented and detailed to provide knowledge transfer to other support associates and where possible, end users.

• Associate degree in Information Systems, Business, or a related field. Experience may substitute for education.
• One year of experience in providing Technical/Software support.
• Previous Multi-Family housing or Commercial Real Estate experience preferred.
• Knowledge of Yardi, Realpage, Entrata, other similar property management solutions.
• Knowledge of affordable housing, Resident portals, property websites, CRM, expense management, finance/accounting.
• Skilled in Multi-Tasking to manage incoming and open or pending requests with an emphasis on maintaining the RPM SLA.
• Skilled in problem-solving and analytics.
• Skilled in Microsoft Office Suite, especially Word and Excel.
• Skilled in customer service.
• Ability to think strategically and identify improvements in the applications or processes.
• Ability to handle multiple tasks or customer queries simultaneously.
• Ability to use listening skills to foster collaboration and resolve conflicts.
• Ability to work independently and manage priorities in a fast-moving environment.
• Ability to communicate effectively both verbally and in writing.
• Ability to collaborate with other team members and departments to resolve customer issues.

• May be required to sit or stand for extended periods of time.
• Must be able to read documents, computer screens and data.
• Must be able to hear and understand verbal communications in person and over the phone or computer.
• May occasionally be required to lift or carry items such as files or…