Support Analyst I

RPM Living • Phoenix, AZ

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 Analyst manages requests involving areas such as CRM, leasing and rents, property websites, and expense and invoice processing, ensuring that requests are completed efficiently, promptly, and accurately while following RPM and industry best practices.

The role provides support to property and corporate users through phone, email, video calls, and occasional property visits. It requires clear communication with customers, troubleshooting and resolving level one software issues, taking ownership of challenging issues and escalating when needed, and managing tickets in Zendesk in accordance with RPM service-level expectations. The Analyst also documents resolution steps for knowledge transfer and continues learning about the supported platforms and related applications.

Requirements

• Associate degree in Information Systems, Business, or a related field; 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, or finance and accounting.
• Ability to multitask and manage incoming, open, or pending requests while maintaining RPM service-level expectations.
• Problem-solving and analytical skills.
• Proficiency with Microsoft Office Suite, especially Word and Excel.
• Customer service skills.
• Ability to think strategically and identify improvements to 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.
• Ability to sit or stand for extended periods, read documents and computer screens, hear and understand verbal communications in person and remotely, 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 by phone, email, video call, or occasional property visit.
• Keep customers informed about ticket progress and manage expectations regarding estimated response times.
• Diagnose issues and ensure 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 maintain RPM service-level expectations, including response times, customer satisfaction scores, and low ticket reopen rates.
• Continue learning about Yardi, RealPage, and ancillary applications through RPM and/or LinkedIn training and other learning 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 Employee Resource Groups.
• Paid time off, floating holidays, and volunteer days.
• Discounts on Costco membership, movie tickets, health and wellness, entertainment, and travel.
• Weekly pay for associates working onsite at an apartment community.

What This Job Offers

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