RPM Living · 3 weeks ago
Support Analyst III – Software Support
US-TX-Dallas
Full-time
Hybrid
Mid, Senior Level
4+ years expRPM Living is a company focused on providing extraordinary technology solutions and support. The Support Analyst III will lead day-to-day support of RPM's property management systems while serving as an escalation role and mentor to junior analysts, focusing on diagnosing escalated system issues and driving continuous improvement initiatives.
Commercial Real EstateReal Estate
Responsibilities
Provide advanced system support and troubleshooting for high priority issues, exercising advanced independent discretion in analyzing multi-faceted problems, identifying systemic root causes, and partner with Support Manager to determine options in providing solutions that minimize operational disruption and prevent future occurrences
Serve as the primary escalation point for Support Analyst I and II roles, reviewing their high priority cases, providing technical guidance, and making final determinations on resolution paths with minimal management oversight
Lead root cause analysis efforts for critical incidents and recurring issues, developing comprehensive action plans and implementing preventive measures to enhance system stability and reliability
Mentor and provide technical guidance to Support Analyst I and II team members, conducting knowledge transfer sessions and assisting in the development of training materials to elevate team capabilities
Partner with the Support Manager to analyze support metrics, trends, and patterns to proactively identify systemic issues and opportunities for improvement, presenting data-driven recommendations to management for strategic solutions that reduce downtime and optimize system performance
Lead communication with customers on high-priority issues, managing stakeholder expectations and providing strategic guidance on system utilization and best practices
Exercise advanced judgment in diagnosing enterprise-level issues affecting multiple properties or corporate systems, assessing business impact, and determining prioritization across competing demands
Partner with department leadership in taking ownership of the most challenging and business-critical issues, independently determining when escalation to management or vendors is necessary based on technical complexity and business risk assessment
Serve as primary liaison with vendor support teams for escalated requests, articulating technical requirements, negotiating resolution timelines, and ensuring vendor accountability to service agreements
Optimize ticket management processes within the RPM Ticketing system (Zendesk), contributing to SLA improvement strategies and maintaining exemplary performance metrics including response times, CSAT scores, and minimal request re-open rates
Serve as a technical lead or subject matter expert on departmental and cross-functional projects, providing expert consultation on system capabilities, constraints, and implementation strategies
Maintain advanced level proficiency across software platforms (Yardi, RealPage, ancillary applications) and stay current on platform updates, new features, and industry best practices
Actively participate in and contribute to RPM and LinkedIn provided training opportunities, pursuing continuous professional development and sharing acquired knowledge with the team
Identify opportunities for process improvement and system optimization, proposing and implementing solutions that enhance efficiency, reduce support burden, and improve user experience
Contribute to support strategy development, including SLA refinement, workflow optimization, and technology adoption initiatives
Qualification
Required
Multi-family or commercial real estate experience required
Four years of experience in software projects and configuration
Knowledge of basic SQL scripting
Knowledge of affordable housing, Resident portals, property websites, CRM, expense management, finance/accounting
Highly skilled in Microsoft Office Suite, especially Word and Excel
Expert proficiency in customer service
Advanced skills in multi-tasking to manage incoming and open or pending requests with an emphasis on maintaining the RPM SLA
Advanced skills in Yardi, RealPage, Entrata, and other similar property management solutions
Advanced proficiency to manage priorities in a fast-moving environment
Advanced proficiency to diagnose and resolve complex issues independently
Ability to think strategically and identify improvements in the applications or processes
Ability to collaborate with other team members and departments to resolve customer issues
Ability to communicate effectively both verbally and in writing
Ability to use listening skills to foster collaboration and resolve conflicts
Ability to exercise independent judgment in evaluating and resolving technical issues that significantly impact property operations and business processes
Ability to determine best courses of action for recurring system inefficiencies and recommend policy changes or software configurations to optimize system performance
Preferred
Associate degree with a technology or business focus preferred. Experience may substitute for education
Benefits
Weekly pay for all associates working onsite at an apartment community
Comprehensive healthcare coverage available for all full-time, regular associates
Employer-paid employee assistance, mental health, and wellness programs
Ancillary benefits including critical illness, hospital indemnity, and accident insurance
401(k) with robust company match
Opportunities for professional development, career growth, and role-based learning plans
Diversity, Equity, Inclusion and Belonging (DEIB) and multiple Employee Resource Groups (ERG)
Paid time off plus floating holidays and volunteer days
Discounted Perks (Costco membership, movie tickets, health & wellness, entertainment & travel discounts)
Company
RPM Living
At RPM, we do real estate management differently. We exceed every need by attracting the industry's top talent.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jason Berkowitz
Founder & CEO
Recent News
2025-12-05
2025-10-28
2025-10-16
Company data provided by crunchbase