Company Description
The RRS Company and its affiliated entities, the RRS, have offered real estate development-related services to investment grade clients for decades. These services are focused on providing site acquisition, architectural services and development management for commercial offices and industrial properties. Our customers receive innovative integrated enterprise solutions for all building services. As part of this integrated process, our company can provide impactful consultation services on the marketing and financial aspects of a real estate development project and Facility Solutions.
But that's not all...we also provide a full range of benefits to help our employees achieve financial, emotional, mental, and physical well-being including supporting their own communities through Making Lives Better with RRS,Inc (MLBA). MLBA is our award-winning, in-house non-profit charity that's focused on empowering people through mission-focused work.
Our Core Values
Integrity / doing the right thing when no one is watching and acting with uncompromising honesty. We believe in maintaining lasting relationships based on honesty, consistency and the highest ethical standards. This creates credibility in our personal and professional relationships.
Caring / showing concern, empathy and compassion for others, ourselves, and our environment. Our care shows itself in our commitment to "safety first" in all we do. We encourage each other to be the best and hold each other accountable. We help those in need, contribute to the communities in which we work and develop creative ways to be responsible with our resources.
Integration / working unselfishly toward common goals across disciplines, teams, departments and regions. Our collective contributions are greater than our skills. We will be transparent and understand each other's expertise to provide the most value when delivering our services to one another and our clients.
Innovation / developing new ideas and applying the solutions that differentiate us in valuable ways. We are not comfortable with the status quo. We remain accountable for continuous improvements in our results because we do not consider innovation an end in itself. We maintain an environment where we foster new ideas and encourage changes that help us improve.
If you share these core values, we have the right opportunity for you!
Job Description
Responsible for providing technical assistance and support related to multiple software systems. Responds to queries, isolates problem, and determines and implements solution.
- Manage and prioritize incoming software support requests through our ticketing system
- Provide first-level technical support for our software products, troubleshooting issues, and offering solutions
- Escalate complex issues to appropriate teams and follow up to ensure timely resolution
- Maintain accurate and up-to-date documentation of support interactions and solutions
- Collaborate with development teams to report bugs and suggest product improvements
- Conduct user training sessions to enhance client understanding of our software
- Monitor and analyze support metrics to identify trends and areas for improvement
- Participate in on-call rotations to provide after-hours support when needed
- Provides help desk support for incoming queries by troubleshooting and responding to user requests and questions, researching and correcting systems problems, and following up with the end users to ensure satisfaction and/or resolution of systems-related issues.
- Respond to queries either through internal helpdesk system, by email, over the phone or in person as needed.
- Collaborates with Accounting, Operations and Training departments to ensure the successful support of software systems.
- Respond to email messages for customers seeking help.
- Provides customer service by walking customer through problem-solving process and follow up with customers to ensure issue has been resolved.
- Gain feedback from customers about software systems
- Assists software training team with training manuals, examples, or job aids as needed.
- Assists on take-over and transition teams for newly-acquired properties by setting up new users for systems access.
- Provides client and customer service by providing reports, demonstrating systems software, and participating in client/owner presentations as needed.
Knowledge, Skills, Abilities:
- Demonstrated ability to read, write, and communicate effectively to prepare and explain solutions to internal and external team members.
- Demonstrated proficiency in property management software (preferably Yardi, Entrata or Real Page), and other computer applications and software used by the Company sufficient to maintain, troubleshoot, provide instructions, and install as needed.
- Employment history that demonstrates the application and usage of an information systems or computer background sufficient to design and provide software systems educational information and training classes to team members and management.
- Proficiency in project management skills to create project plans, track and monitor progress, meet production and delivery deadlines, and oversee project implementation across multiple properties or geographic areas.
- College degree in information systems, education/training, or related field, and/or equivalent experience within the industry
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field
- 2-3 years of experience in software support or a related field
- Strong knowledge of software troubleshooting techniques and best practices
- Proficiency in ticketing systems and customer relationship management (CRM) software
- Excellent communication skills, both written and verbal
- Demonstrated problem-solving abilities and attention to detail
- Strong time management skills and ability to prioritize tasks effectively
- Basic programming knowledge (e.g., SQL, Python) to assist with troubleshooting
- Understanding of software development lifecycle
- Familiarity with various operating systems (Windows, macOS, Linux)
- ITIL certification is preferred
- Ability to work in a fast-paced environment and adapt to changing priorities
- Customer-focused mindset with a passion for delivering exceptional support
Additional Information
U.S. APPLICANTS ONLY: The salary for this position is anticipated to range between $85.000 - $92.000. This range is a good-faith estimate, based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate's skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee's pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer a competitive benefits package, including Medical/Dental/Vision insurance, Company-matching 401(k), Employee Stock Purchase Program, and Tuition Reimbursement, in addition to other programs and perks.
Work Authorization: Permanent Authorization to work in the U.S. is a precondition of employment for this position. RRS will not sponsor applicants for work visas in connection with this position. Future sponsorship will not be considered. E-Verify Program Participant: R.R Holding Services participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program (For U.S. applicants and employees only).
We anticipate the application window for this opening will close on: 01/10/2025
RRS is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law.