Software Support Specialist

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The Position: The Software Support Specialist will have responsibilities in the day-to-day level support of RPM’s Customer Relationship Management (CRM) related software including handling projects. The successful candidate will manage multiple support requests and will be responsible for ensuring those support requests are completed efficiently, timely, and accurately.

• Support, oversight, and implementation for all CRM products (i.e.. Knock, Yardi CRM, Funnel, etc.). Review, Support and Troubleshoot Property and Corporate user issues. This would involve phone support, Email, video calls or an occasional visit to the property.
• Closely partner with RPM Marketing team to ensure a seamless end-user experience.
• Take ownership of challenging issues and escalate as required.
• Manage integrations within the PMS platforms.
• Oversight of systems controls to ensure standardization across portfolio.
• Identification and escalation to the Software Support Manager 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 in the Internal Knowledge Base (IKB).
• Manage Customer expectations regarding estimated response times for issue resolution.
• 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.
• Participate in regular training, learning and growth opportunities.
• Support projects as directed by the Software Support Manager.

• 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

Employment with RPM Living is contingent upon successful completion of a background check.

RPM Living is an Equal Opportunity Employer.

RPM Living participates in E-Verify. For more information, see the E-Verify Participation Poster and the Right to Work Poster.