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RPM Living · 16 hours ago

Support Analyst II

Phoenix, AZ

Full-time

Hybrid

Mid Level

3+ years exp

RPM Living is dedicated to extraordinary service and technology solutions. The Support Analyst II will provide day-to-day support for property management systems, diagnosing complex issues and ensuring timely resolution to enhance operational efficiency.

Commercial Real EstateReal Estate

Responsibilities

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 escalate 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 setup, 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, RealPage, ancillary Applications)

Participate in regular RPM and/or LinkedIn provided training, learning and growth opportunities

Qualification

YardiRealPageSQL scriptingCustomer serviceMicrosoft Office SuiteProperty management solutionsMulti-taskingStrategic thinkingEffective communicationCollaborationProblem-solving

Required

Associate degree in Information Systems, Business, or a related field. Experience may substitute for education

Three 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

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, RealPage, Entrata, and other similar property management solutions

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 diagnose and resolve complex issues independently

Ability to communicate effectively both verbally and in writing

Ability to manage priorities in a fast-moving environment

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