Software Support Specialist

Cascade Management•Tigard, OR

1d•$17 - $19•Onsite

About The Position

The Software Support Specialist is responsible for the administration, management and timely resolution for the affordable property management software systems. Resolution includes, but is not limited to, the following: Identifies, researches, and resolves technical problems by responding timely to telephone calls, tickets, emails, and personnel requests for technical support. In addition, accurate documentation, tracking, and monitoring must be maintained to ensure a timely resolution. This position also delivers technical training and support needs to Cascade personnel at new hire training and ongoing either in a classroom setting, webinar, and/or on the phone. Support Cascade staff members with affordable housing property management software training, knowledge, and expertise. Provide support in accordance with our service level agreement to all Cascade employees regarding software. Utilizing ticketing system, log and track support calls; prioritize and escalate issues to ensure customer satisfaction. Identify trends in the support calls and develop FAQ to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity. Ongoing evaluation of software products in addition to recommending product or system improvements including procedural steps, increased training, and enhanced documentation. Work directly with software support team to identify solutions including software knowledge bases, FAQ resources and other resources as necessary. Maintain property management software including but not limited to: setting up new properties, adding/removing employees and groups, maintaining global settings, updating forms, ensuring compliance, system audits, and closing out properties. Support IT Department and team with other company software systems, ordering, and projects as necessary to provide customer service. Travel as required for in person classes and annual education conferences Regular and reliable attendance during scheduled hours Perform other duties as assigned by IT Manager.

Requirements

Associate's degree (A. A.) or equivalent from a two-year college or technical school; or two (2) years related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Excellent verbal and written communication skills.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Valid Driver’s License and insurance is required.
Ability to operate basic office equipment such as computers, telephones, 10-key, and photocopier.
Diagnostic and analytical skills for software and general IT application knowledge.
Strong computer literacy skills with an emphasis on software knowledge, installations and use.
Microsoft applications, intermediate computer abilities with the understanding of terminology and functionality.
Ability to multitask.
Excellent telephone presence with organized follow-up skills, able to foster strong relationships internally and externally.
Strong customer focus; service-oriented attitude.

Nice To Haves

A strong understanding of compliance in affordable housing is helpful

Responsibilities

Identifies, researches, and resolves technical problems by responding timely to telephone calls, tickets, emails, and personnel requests for technical support.
Accurate documentation, tracking, and monitoring must be maintained to ensure a timely resolution.
Delivers technical training and support needs to Cascade personnel at new hire training and ongoing either in a classroom setting, webinar, and/or on the phone.
Support Cascade staff members with affordable housing property management software training, knowledge, and expertise.
Provide support in accordance with our service level agreement to all Cascade employees regarding software.
Utilizing ticketing system, log and track support calls; prioritize and escalate issues to ensure customer satisfaction.
Identify trends in the support calls and develop FAQ to address these most-often reported problems and issues.
Notify management of increasing trends, unusual activity or repeated activity.
Ongoing evaluation of software products in addition to recommending product or system improvements including procedural steps, increased training, and enhanced documentation.
Work directly with software support team to identify solutions including software knowledge bases, FAQ resources and other resources as necessary.
Maintain property management software including but not limited to: setting up new properties, adding/removing employees and groups, maintaining global settings, updating forms, ensuring compliance, system audits, and closing out properties.
Support IT Department and team with other company software systems, ordering, and projects as necessary to provide customer service.
Travel as required for in person classes and annual education conferences
Regular and reliable attendance during scheduled hours
Perform other duties as assigned by IT Manager.