Support Analyst III – Software Support

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 lead day-to-day support of RPM's property management systems (PMS-Yardi/RealPage) while serving as an escalation role and mentor to junior analysts. This role requires advanced independent judgment in diagnosing escalated system issues, evaluating business impact across multiple properties or divisions, and identifying solutions to then partner with the Support Manager in defining requirements, testing, and implementation. The Analyst III will assess, prioritize, and resolve the high priority support requests across all functional areas including CRM, leasing and rents, property websites, expense and invoice processing, and system integrations. This position plays a key role in shaping support strategies, optimizing system performance, and driving continuous improvement initiatives.

• 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.

• Associate degree with a technology or business focus preferred. Experience may substitute for education.
• 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.

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.