Application Support Specialist

WPM Real Estate Management•Owings Mills, MD

33d•$70,000 - $75,000•Hybrid

About The Position

This role serves as the primary point of contact for staff experiencing application issues, managing help desk tickets and phone calls. The specialist will log incidents, escalate complex problems to vendors or senior IT team members, and take ownership of user issues, ensuring timely communication of resolution progress. A key responsibility includes identifying recurring software issues and reporting them to higher support tiers. The role also involves assisting in-house trainers, staying updated on new software functionalities before releases, and providing excellent customer service while adhering to company policies. Additional duties may be assigned as they relate to the role.

Requirements

Presents a positive professional demeanor by encompassing WPM Brand Compass Values
Demonstrated ability to learn and troubleshoot new software
Communicate effectively, both written and verbally
Enjoys working independently and on a team
Exceptional customer service focus
Must possess a valid driver’s license and vehicle
Outstanding demonstrated administrative skills
Minimum high school diploma
Minimum 4 years providing effective customer service, including remote support

Nice To Haves

Bachelor’s degree or equivalent experience preferred
Prior experience with multi-family management and/or community association management companies is a plus

Responsibilities

Acts as primary point of contact for help desk tickets and phone calls from staff regarding application issues.
Logs any incidents into the help desk system when it was not entered by the user.
Escalates unresolved or system wide issues to respective application support vendors or to more senior Corporate IT team members.
Takes ownership of user problems and follow up on the status of issues on behalf of the user.
Communicates ticket resolution progress in a timely manner.
Watches for patterns in which aspects of the software give users the most trouble; report to Tier 2 and Tier 3 support resources.
Assist any in-house trainers on an as needed basis.
Stays well-versed in new or changed functionality that affects WPM users/processes prior to new releases.
Provides a high degree of customer service
Adheres to all operating procedures and Company policies.
Performs other duties as assigned in relation to the role.