Support Analyst I

RPM Living • Austin, TX

21h • 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 analyst manages support requests related to areas such as CRM, leasing and rents, property websites, and expense and invoice processing, ensuring requests are completed efficiently, accurately, and on time while following RPM and industry best practices.

The role delivers courteous, concierge-level support to property and corporate users through phone, email, video calls, and occasional property visits. The analyst diagnoses and troubleshoots software issues, communicates ticket progress and estimated response times, owns challenging issues and escalates them as needed, and manages tickets in Zendesk in line with RPM service-level expectations. The analyst also documents resolution steps for knowledge transfer and continually develops platform knowledge through training and learning opportunities.

This is a hybrid position requiring work in a corporate or regional office four days per week. The office is an open setting that may include bright lights, constant noise, and distractions. A valid driver’s license is preferred; candidates without one may be provided a liability waiver. Employment is contingent upon successful completion of a background check as required by applicable local, state, and federal requirements.

Requirements

• Associate degree in Information Systems, Business, or a related field; relevant experience may substitute for education.
• One year of experience providing technical or software support.
• Knowledge of Yardi, RealPage, Entrata, or similar property management solutions.
• Knowledge of affordable housing, resident portals, property websites, CRM, expense management, and finance/accounting.
• Ability to multitask and manage incoming and open or pending requests while maintaining service-level expectations.
• Problem-solving and analytical skills.
• Skilled in Microsoft Office Suite, especially Word and Excel.
• Customer-service skills.
• Ability to think strategically and identify improvements in applications or processes.
• Ability to handle multiple tasks or customer queries simultaneously.
• Listening skills to foster collaboration and resolve conflicts.
• Ability to work independently and manage priorities in a fast-moving environment.
• Effective verbal and written communication skills.
• Ability to collaborate with team members and departments to resolve customer issues.
• May need to sit or stand for extended periods, read documents and computer screens, hear and understand verbal communications in person and through phone or computer, occasionally lift or carry items weighing up to 15 pounds, and operate a computer, keyboard, mouse, and other office equipment.

Nice To Haves

• Previous multifamily housing or commercial real estate experience.
• A valid driver’s license is preferred.

Responsibilities

• Provide responsive, courteous level-one support for property management systems to end users by phone, email, video call, or occasional property visit.
• Keep customers informed about support ticket progress and manage expectations regarding estimated resolution times.
• Diagnose issues and ensure support requests are clear and complete.
• Troubleshoot and resolve level-one software issues for property and corporate users.
• Take ownership of challenging issues and escalate them as required.
• Manage tickets in RPM’s Zendesk ticketing system and meet RPM service-level expectations, including response times, customer satisfaction scores, and low ticket re-open rates.
• Continually learn about Yardi, RealPage, and ancillary applications.
• Participate in RPM- and/or LinkedIn-provided training and other learning and growth opportunities.
• Document ticket resolution steps in 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.
• Diversity, Equity, Inclusion and Belonging programs and multiple Employee Resource Groups.
• 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: Associate degree