Support Analyst II

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 support of RPM’s property management systems (PMS-Yardi/RealPage). 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 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.

• 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, 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.

Physical Requirements:

• 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

Work Environment:

• This is a hybrid role, requiring the associate to work in one of our corporate or regional offices 4 days per week
• The office is an open setting which may include bright lights, constant noises and distractions

Join RPM Living and experience exceptional benefits designed to enhance your life.

• 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)

Employment with RPM Living is contingent upon successful completion of a background check as local and federal state requires, and possession of a valid driver's license.

RPM Living participates in E-Verify. For more information, see the E-Verify Participation Poster and the Right to Work Poster.

RPM Living is an Equal Opportunity Employer.

If you need assistance to fully participate in our application or interview process, please reach out through our website here and select "Careers" in the "Choose a Topic" dropdown menu.