Support Analyst II

Description

• Maintain clear communication with customers, keeping them informed about their support tickets' progress. Manage Customer expectations regarding estimated response times for issue resolution.
• Communicate with vendor support as directed by the Manager role as needed to seek resolution in escalated requests.
• Ensure ticket resolution steps are documented and detailed to provide knowledge transfer to other support associates and where possible, end users.
• Serve as an escalation point for complex support requests beyond the scope of more junior analysts, making independent decisions on resolution paths and consulting management only for high-risk cases.
• Participate as a support role to projects as requested. Common roles include setup, testing, QA.
• Provide high-level system support and troubleshooting, exercising independent discretion in analyzing user issues, identifying root causes, and determining appropriate solutions to minimize operational disruption.
• Exercise independent judgment in diagnosing issues at both property and corporate levels, ensuring clear problem definition before initiating troubleshooting steps.
• Assume ownership of challenging issues and escalate as required.
• Analyze support trends and proactively identify recurring issues, proposing strategic solutions to reduce downtime and improve system performance.
• 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).
• Complete integration setup for existing, approved vendors. Provide support in new vendor integration testing and support as requested.
• Participate in regular RPM and/or LinkedIn provided training, learning and growth opportunities.
• Continually learn about the software platforms (Yardi, RealPage, ancillary Applications)

Requirements

• Ability to collaborate with other team members and departments to resolve customer issues.
• Must be able to hear and understand verbal communications in person and over the phone or computer
• Skilled in customer service.
• Skilled in multi-tasking to manage incoming and open or pending requests with an emphasis on maintaining the RPM SLA.
• Ability to think strategically and identify improvements in the applications or processes.
• Knowledge of basic SQL scripting.
• Three years of experience in software projects and configuration.
• Ability to use listening skills to foster collaboration and resolve conflicts.
• Ability to exercise independent judgment in evaluating and resolving technical issues that significantly impact property operations and business processes.
• Previous Multi-Family or Commercial Real Estate experience preferred.
• May be required to sit or stand for extended periods of time
• Skilled in Yardi, RealPage, Entrata, and other similar property management solutions.
• Ability to diagnose and resolve complex issues independently.
• Skilled in Microsoft Office Suite, especially Word and Excel.
• Must be able to read documents, computer screens and data
• Must be able to operate a computer, keyboard, mouse and other office equipment
• Ability to manage priorities in a fast-moving environment.
• This is a hybrid role, requiring the associate to work in one of our corporate or regional offices 4 days per week
• Ability to determine best courses of action for recurring system inefficiencies and recommend policy changes or software configurations to optimize system performance.
• Knowledge of affordable housing, Resident portals, property websites, CRM, expense management, finance/accounting.
• Associate degree in Information Systems, Business, or a related field. Experience may substitute for education.
• Ability to communicate effectively both verbally and in writing.

Benefits

• Opportunities for professional development, career growth, and role-based learning plans
• Paid time off plus floating holidays and volunteer days
• Comprehensive healthcare coverage available for all full-time, regular associates
• 401(k) with robust company match
• Discounted Perks (Costco membership, movie tickets, health & wellness, entertainment & travel discounts)
• Employer-paid employee assistance, mental health, and wellness programs
• Weekly pay for all associates working onsite at an apartment community
• Ancillary benefits including critical illness, hospital indemnity, and accident insurance

Training + Development

Interview process

Visa Sponsorship

Security clearance