Support Analyst I

RPM Living • Phoenix, AZ

2d • Hybrid

About The Position

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.

Requirements

• Associate degree in Information Systems, Business, or a related field. Experience may substitute for education.
• One year of experience in providing Technical/Software support.
• Previous Multi-Family housing or Commercial Real Estate experience preferred.
• Knowledge of Yardi, Realpage, Entrata, other similar property management solutions.
• Knowledge of affordable housing, Resident portals, property websites, CRM, expense management, finance/accounting.
• 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.
• 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.

Nice To Haves

• Previous Multi-Family housing or Commercial Real Estate experience preferred.
• A valid driver’s license is preferred; candidates without a license will be provided a liability waiver.

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.

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)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree