Job Details

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. 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. Assume ownership of challenging issues and escalate as required. 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). Continually learn about the software platforms (Yardi, RealPage, ancillary Applications). Participate in regular RPM and/or LinkedIn provided training, learning and growth opportunities. Ensure ticket resolution steps are documented and detailed to provid...Support Analyst, Support, Property Management, Analyst, Technology, Associate