Developer Analyst I – Knock CRM

RealPage•Richardson, TX

About The Position

The Problem Management team acts as the escalation point for complex product issues originating from customers through Product Support. Serving as a vital link between Product Support and Product Engineering, we investigate issues to identify solutions or feasible workarounds and document and escalate defects to Product Engineering when necessary. Additionally, we aim to enhance the Product Support team's capabilities by providing advanced product knowledge and troubleshooting guidance. As a Developer Analyst I on the Problem Management team, you will provide middle-tier customer support for RealPage’s Leasing products and solutions, including Knock CRM. In this role, you will develop a comprehensive understanding of these products' inner workings and engage directly with customers to perform in-depth technical analyses. Your findings will be communicated to the Product Support or Product Engineering teams to ensure effective issue resolution. This position reports to the Manager/Director of the Problem Management team.

Requirements

Tech-savvy professional with a minimum of 1-2 years of technical customer service experience, fluent in multifamily real estate technologies; must be able to set and manage customer expectations and comfortable handling customer complaints
Bachelor’s degree or work equivalent in a technical or analytical role
Technical knowledge and understanding of software and product applications, including basic to intermediate experience in SQL and API calls
Excellent verbal, written, and interpersonal communication skills, and a bility to distill complex topics and communicate them clearly and coherently with a consultative approach
Proficiency in conducting root cause analysis and providing actionable, high-value solutions to reported incidents using data analytics, business acumen, technical expertise, product features, and sound judgement
Strong desire to learn and expand product knowledge, with the ability adapt to change
Proficient in Microsoft Office Suite (specifically Word, Excel, PowerPoint) and Customer Relationship Management (CRM) software such as Salesforce
Highly energetic and self-motivated, with strong organizational and time management skills
Ability to work a flexible schedule, occasional overtime may be requested
Ability to sit or stand for extended periods of time

Nice To Haves

Proficient understanding of the multifamily SaaS industry and third-party integrations
Prior experience with RealPage Leasing/Knock CRM products and solutions is a plus
Intermediate to advanced SQL and API skills
A penchant for analyzing information and evaluating results
Eagerness and a positive attitude approach to new challenges
Tech savvy & familiar with current technologies, like desktop sharing, cloud services, CRM and VoIP

Responsibilities

Develop a deep understanding of RealPage products and solutions
Provide customer-centric troubleshooting and guidance for advanced technical issues through chat, email, and phone interactions
Leverage understanding of the industry, a customer’s portfolio of products, and their business processes to deliver a personalized approach
Collaborate with internal and external stakeholders to ensure efficient and effective resolution of issues
Contribute new findings to the Consumer Problem Management Wiki for knowledge transfer and training of peers and Product Support
Perform root cause analysis of case escalations from Product Support for a given product by: executing/analyzing SQL queries exercising/analyzing API requests evaluating patterns of behavior of the software
Thoroughly document issues and customer interactions through the ticket management system, escalating up the support organization hierarchy as necessary
Perform additional duties as required