What are the responsibilities and job description for the Software Support Associate position at RPM Living?
Overview
Looking for something different? We ARE that something different at RPM Living. Dynamic and fast growth culture and multiple nationwide opportunities let YOU shape your future with us. Top industry pay and benefits, best industry practices, career training and education, people-first focus...… we show you the way to success.
The Position: The Software Support Associate will have responsibilities in the day-to-day level one support of RPM’s property management systems (PMS) including handling small projects. The successful candidate will manage multiple support requests and will be responsible for ensuring those support requests are completed efficiently, timely, and accurately. The role will need to follow RPM and industry best practices. The ideal candidate will think strategically and identify improvements in the applications or processes to continue to ensure RPM implements the best solutions that support all operational Teams.
Responsibilities
- Level One PMS Support: Review, Support and Troubleshoot Property and Corporate user issues. This would involve phone support, Email, video calls or an occasional visit to the property.
- Take ownership of challenging issues and escalate as required.
- Identification and escalation to Manager of software defects related to support tasks. Identify repeating issues and explore permanent solutions and/or process changes.
- Become a product and Customer expert. Acquire a deep understanding of what RPM applications do, how our end users use them and share your knowledge in ticket support, documentation both to the Support Wiki and end user documentation.
- Manage Customer expectations regarding estimated response times for issue resolution.
- Liaison with vendors as directed by the Software Support Manager to identify solutions and implement Best Practices.
- Manage tickets on the RPM Ticketing system (Zendesk) and maintain RPM SLA. This would involve regular reporting of ticket counts and turnaround times.
- Properly manage and document all work performed. Keep documentation of standard processes up to date.
- Continually learn about the software platforms (Yardi, Realpage, ancillary Applications) and keep up with changes.
- Partner with Team members across the organization on various strategic projects when needed.
- Participate in regular training, learning and growth opportunities.
- Support small projects as directed by the Software Support Manager.
Qualifications
- Bachelor’s degree preferred
- Previous Multi-Family housing or Commercial Real Estate experience
- Customer service experience
- Must have strong active listening skills
- Exceptional analytical and problem-solving skills
- Must have strong attention to detail when communicating with end users (verbal & written)
- Ability to work independently and manage priorities in a fast-moving environment
- Proficiency/ Exposure to a Property Management Solution
Employment with RPM Living is contingent upon successful completion of a background check.
RPM Living is an Equal Opportunity Employer.