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Support Analyst I
Rpm Living
Provide level one support for RPM's property management systems (Yardi/RealPage) and ensure efficient, timely, and accurate resolution of support requests.
20d ago
Expert & Leadership (13+ years), Junior (1-3 years)
Full Time
Austin, TX
Office Full-Time
Company Size
4,600 Employees
Service Specialisms
Property Management
Real Estate Services
Leasing
Asset Management
Construction Management
Facility Management
Project Management
Property Development
Sector Specialisms
Residential
Senior
Affordable
Role
What you would be doing
level 1 support
pms tools
ticket management
escalation
documentation
communication
- 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.
- Continually learn about the software platforms (Yardi, RealPage, ancillary Applications). Participate in regular RPM and/or LinkedIn provided training, learning and growth opportunities.
- Assume ownership of challenging issues and escalate as required.
- Ensure ticket resolution steps are documented and detailed to provide knowledge transfer to other support associates and where possible, end users.
- 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.
- May occasionally be required to lift or carry items such as files or office supplies weighing up to 15 pounds.
- 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).
What you bring
microsoft office
yardi
realpage
entrata
problem-solving
analytics
- 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.
- Associate degree in Information Systems, Business, or a related field. Experience may substitute for education.
- Ability to use listening skills to foster collaboration and resolve conflicts.
- Skilled in customer service.
- Skilled in problem-solving and analytics.
- Ability to communicate effectively both verbally and in writing.
- Must be able to operate a computer, keyboard, mouse and other office equipment.
- Previous Multi-Family housing or Commercial Real Estate experience preferred.
- Knowledge of Yardi, Realpage, Entrata, other similar property management solutions.
- Ability to collaborate with other team members and departments to resolve customer issues.
- This is a hybrid role, requiring the associate to work in one of our corporate or regional offices 4 days per week
- Must be able to hear and understand verbal communications in person and over the phone or computer.
- Ability to think strategically and identify improvements in the applications or processes.
- Skilled in Microsoft Office Suite, especially Word and Excel.
- Ability to work independently and manage priorities in a fast-moving environment.
- May be required to sit or stand for extended periods of time.
- Must be able to read documents, computer screens and data.
- One year of experience in providing Technical/Software support.
- Ability to handle multiple tasks or customer queries simultaneously.
- Paid time off plus floating holidays and volunteer days
- Employer-paid employee assistance, mental health, and wellness programs
- Comprehensive healthcare coverage available for all full-time, regular associates
- Discounted Perks (Costco membership, movie tickets, health & wellness, entertainment & travel discounts)
- 401(k) with robust company match
- Opportunities for professional development, career growth, and role-based learning plans
- Ancillary benefits including critical illness, hospital indemnity, and accident insurance
- Weekly pay for all associates working onsite at an apartment community
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- employment with rpm living is contingent upon successful completion of a background check as local and federal state requires.
Company
Overview
10 rental units
Initial Portfolio
Managing just 10 rental units at the start.
No.42 to No.3
NMHC Top 50 Ranking
Climbed the NMHC Top 50 list from position 42 to 3 by 2024.
226,000 units
Managed Units
Now manages over 226,000 units across 26 states.
75,000 units
Annual Expansion
Added 75,000 units in a single year, marking a significant growth milestone.
- Three core service lines—hands‑on property management, strategic investments, and development—work together seamlessly.
- Typical projects include conventional, senior, and affordable multifamily communities, often with value-add and lease-up cycles.
- The award-winning Olmsted brand showcases their development chops, earning national recognition for design and community focus.
- Customer-focused approach that drives business success
- Commitment to high-quality service
- Building lasting partnerships with residents and clients
- Integrity in all aspects of business operations
- Innovation that enhances the living experience
- Accountability in meeting goals and delivering results
- Collaboration with teams across the company to achieve shared goals
2040
Net Zero Emissions Goal
The company aims to achieve net zero emissions by the year 2040, demonstrating a strong commitment to combating climate change.
- Commitment to sustainability through resource-efficient operations
- Dedicated to reducing carbon footprint and increasing energy efficiency
- Focus on implementing green building certifications for properties
- Investment in renewable energy initiatives
- Fostering an inclusive culture where diverse perspectives are valued
- Empowering employees to thrive regardless of background or identity
- Prioritizing gender equality and diversity in leadership roles
- Continuous investment in programs to support diverse talent acquisition
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