Support Analyst III – Software Support

Description

• Identify opportunities for process improvement and system optimization, proposing and implementing solutions that enhance efficiency, reduce support burden, and improve user experience.
• Optimize ticket management processes within the RPM Ticketing system (Zendesk), contributing to SLA improvement strategies and maintaining exemplary performance metrics including response times, CSAT scores, and minimal request re-open rates.
• Provide advanced system support and troubleshooting for high priority issues, exercising advanced independent discretion in analyzing multi-faceted problems, identifying systemic root causes, and partner with Support Manager to determine options in providing solutions that minimize operational disruption and prevent future occurrences.
• Serve as primary liaison with vendor support teams for escalated requests, articulating technical requirements, negotiating resolution timelines, and ensuring vendor accountability to service agreements.
• Exercise advanced judgment in diagnosing enterprise-level issues affecting multiple properties or corporate systems, assessing business impact, and determining prioritization across competing demands.
• Partner with the Support Manager to analyze support metrics, trends, and patterns to proactively identify systemic issues and opportunities for improvement, presenting data-driven recommendations to management for strategic solutions that reduce downtime and optimize system performance.
• Maintain advanced level proficiency across software platforms (Yardi, RealPage, ancillary applications) and stay current on platform updates, new features, and industry best practices.
• Contribute to support strategy development, including SLA refinement, workflow optimization, and technology adoption initiatives.
• Lead communication with customers on high-priority issues, managing stakeholder expectations and providing strategic guidance on system utilization and best practices.
• May occasionally be required to lift or carry items such as files or office supplies weighing up to 15 pounds
• Lead root cause analysis efforts for critical incidents and recurring issues, developing comprehensive action plans and implementing preventive measures to enhance system stability and reliability.
• Serve as a technical lead or subject matter expert on departmental and cross-functional projects, providing expert consultation on system capabilities, constraints, and implementation strategies.
• Serve as the primary escalation point for Support Analyst I and II roles, reviewing their high priority cases, providing technical guidance, and making final determinations on resolution paths with minimal management oversight.
• Partner with department leadership in taking ownership of the most challenging and business-critical issues, independently determining when escalation to management or vendors is necessary based on technical complexity and business risk assessment.
• Actively participate in and contribute to RPM and LinkedIn provided training opportunities, pursuing continuous professional development and sharing acquired knowledge with the team.
• Mentor and provide technical guidance to Support Analyst I and II team members, conducting knowledge transfer sessions and assisting in the development of training materials to elevate team capabilities.

Requirements

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

Benefits

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

Training + Development

Interview process

Visa Sponsorship

Security clearance