Support Analyst I

RPM Living • Austin, TX

1d • Hybrid

About The Position

The Support Analyst I provides day-to-day level one support for RPM’s property management systems, including Yardi and RealPage. The role manages support requests involving areas such as CRM, leasing and rents, property websites, and expense and invoice processing, ensuring requests are handled efficiently, promptly, and accurately while following RPM and industry best practices. Support is delivered with a focus on service excellence and may be provided by phone, email, video call, or an occasional property visit. The position is hybrid and requires working in a corporate or regional office four days per week.

Requirements

• Ability to sit or stand for extended periods as required.
• Ability to read documents, computer screens, and data.
• Ability to hear and understand verbal communications in person and over the phone or computer.
• Ability to operate a computer, keyboard, mouse, and other office equipment.

Nice To Haves

• A valid driver’s license is preferred.

Responsibilities

• Provide responsive, courteous level one support for property management systems to end users through phone, email, video calls, or occasional property visits.
• Keep customers informed about the progress of support tickets and manage expectations about estimated response times.
• Diagnose issues and ensure support requests are clear and complete.
• Troubleshoot and resolve level one software issues for property- or corporate-level users.
• Take ownership of challenging issues and escalate them when required.
• Manage tickets in RPM’s Zendesk ticketing system and meet RPM service-level expectations, including response times, customer satisfaction scores, and low ticket reopening rates.
• Continue learning about Yardi, RealPage, and ancillary applications, and participate in RPM- or LinkedIn-provided training and development opportunities.
• Document ticket resolution steps in sufficient detail to support knowledge transfer to other support associates and, where possible, end users.

Benefits

• Comprehensive healthcare coverage for 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 company match.
• Professional development, career growth, and role-based learning plans.
• Paid time off, floating holidays, and volunteer days.
• Discounts on Costco membership, movie tickets, health and wellness, entertainment, and travel.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed