Developer Analyst II

Summary

The Developer Analyst contributes specialized business and technical knowledge in multiple application development efforts. Principle responsibility will be to provide analytical and technical support for RealPage’s applications in a research and development capacity. The ideal candidate will utilize industry experience to support RealPage applications, working closely with clients, developers, and business analysts to improve the overall usability and functionality of the product.

Primary Responsibilities
• Triage the customer support escalations and help prioritize issues for engineering in terms of importance to the business.
• Resolve product issues by analyzing and troubleshooting; refrain from escalating to the engineering team when possible.
• Receive and answer internal product functionality questions from support reps, interface with engineering on design issues, and communicate that back to the support rep.
• Work with Quality Assurance to help pinpoint customer issues which may be system defects; explain and update product support of research results.
• Help pinpoint, document and prioritize internal support requests.
• Assist the Product Support team providing accurate communication messages regarding product functionality, help identify common causes of confusion which can be limited through feature development or improved documentation.
• Define consistent views and processes for support reps, ensure that fixed issues tied to cases are communicated back to customers promptly; help set customer expectations with regards to resolution times.
• Moderate and answer questions in the user forum.
• Assist with defining parameters, pricing and timeframes for possible engineering services such as data restore.
• Assist with identifying solutions for design errors.
• Build and maintain positive relationships with clients and internal staff.
• Manage tasks to meet the assigned project dates