Developer Analyst I – Knock CRM

RealPage, Inc. • Richardson, TX

2d

About The Position

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 ability 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

Benefits

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees