Support Analyst II

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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.

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 support of RPM’s property management systems (PMS‑Yardi/Real Page). This role requires independent judgment in diagnosing complex system issues, evaluating business impact, and determining the most effective solutions. The Analyst will assess, prioritize, and resolve multiple support requests in potential areas such as CRM, leasing and rents, property websites, expense and invoice processing, or other system functions, ensuring they are completed efficiently, timely, and accurately.

• Provide high‑level system support and troubleshooting, exercising independent discretion in analyzing user issues, identifying root causes, and determining appropriate solutions to minimize operational disruption.
• Serve as an escalation point for complex support requests beyond the scope of more junior analysts, making independent decisions on resolution paths and consulting management only for high‑risk cases.
• Analyze support trends and proactively identify recurring issues, proposing strategic solutions to reduce downtime and improve system performance.
• Maintain clear communication with customers, keeping them informed about their support tickets’ progress. Manage customer expectations regarding estimated response times for issue resolution.
• Exercise independent judgment in diagnosing issues at both property and corporate levels, ensuring clear problem definition before initiating troubleshooting steps.
• Assume ownership of challenging issues and iterate as required.
• Communicate with vendor support as directed by the Manager role as needed to seek resolution in escalated requests.
• 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).
• Complete integration setup for existing, approved vendors. Provide support in new vendor integration testing and support as requested.
• Participate as a support role to projects as requested. Common roles include set up, testing, QA.
• Ensure ticket resolution steps are documented and detailed to provide knowledge transfer to other support associates and where possible, end users.
• 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.

• Associate degree in Information Systems, Business, or a related field. Experience may substitute for education.
• Three years of experience in software projects and configuration.
• Previous Multi‑Family or Commercial Real Estate experience preferred.
• Knowledge of basic SQL scripting.
• Knowledge of affordable housing, resident portals, property websites, CRM, expense management, finance/accounting.
• Skilled in Microsoft Office Suite, especially Word and Excel.
• Skilled in customer service.
• Skilled in multi‑tasking to manage incoming and open or pending requests with an emphasis on maintaining the RPM SLA.
• Skilled in Yardi, Real Page, Entrata,…