RPM Living ยท 1 hour ago
Support Analyst I
Austin, TX
Full-time
Hybrid
Entry Level
1+ years expRPM Living is committed to providing exceptional technology solutions and support with a people-first approach. The Support Analyst I will be responsible for day-to-day level one support of property management systems, managing support requests efficiently and ensuring clear communication with customers.
Commercial Real EstateReal Estate
Responsibilities
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 escalate 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, RealPage, ancillary Applications). Participate in regular RPM and/or LinkedIn 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
Qualification
Required
Associate degree in Information Systems, Business, or a related field. Experience may substitute for education
One year of experience in providing Technical/Software support
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
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 escalate 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, RealPage, ancillary Applications). Participate in regular RPM and/or LinkedIn 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
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 office supplies weighing up to 15 pounds
Must be able to operate a computer, keyboard, mouse and other office equipment
Preferred
Previous Multi-Family housing or Commercial Real Estate experience
Knowledge of Yardi, Realpage, Entrata, other similar property management solutions
Knowledge of affordable housing, Resident portals, property websites, CRM, expense management, finance/accounting
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