Software Support Specialist

Village Green • Southfield, MI

8d

About The Position

The Software Support Specialist is responsible for delivering key support/help desk support to on-site and corporate associates for property management software related issues. This role acts as a system user administrator and subject matter expert for company enterprise software solutions, including prospect lead management, resident and prospect portals, Internet lead source (ILS) syndication, applicant screening, and payment processing systems. The specialist will perform tasks to ensure smooth project operations, coordinate resources, manage schedules, and ensure compliance with company best practices. They will partner with internal and external groups to define and recommend solutions for future innovation and growth. A key responsibility is to continuously monitor and respond to property management and ancillary product service requests through the internal user helpdesk system, delivering high-quality resolutions within service level agreements (SLA). This includes escalating and monitoring support concerns with third-party vendors as needed. The role involves consulting product client support, reviewing release notes for upgrade/update recommendations, and testing/validating program modules. Additionally, the specialist will provide setup/installation support for payment scanning devices, participate in new enterprise product implementation planning and deployment, and manage user administration tasks such as account maintenance, security roles, permissions, and password resets. They will also contribute to the creation of standards and compliance with best practices, participate in company transition/disposition meetings, assist with data migration, and support property management software transitions. A basic functional understanding of other team members' managed products is expected, along with availability for other assigned duties and representing Village Green professionally.

Requirements

• Consistently demonstrate professional, positive, and approachable attitude/demeanor and discretion
• Exercise independent judgment
• Possess good problem-solving skills.
• Ability to travel on assignments on short notice.
• Ability to handle multiple tasks in an organized and efficient manner.
• Previous work experience with property management software and an understanding of the Microsoft Suite of programs
• Demonstrate sensitivity in handling confidential information.
• Must be team oriented and clearly communicate ideas to others.

Nice To Haves

• Property operations background preferred.
• Bachelor’s Degree preferred.
• Demonstrate the essential Corporate Culture Profile

Responsibilities

• Act as system user administrator and subject matter expert for company enterprise software solutions not limited to prospect lead management, resident and prospect portals, Internet lead source (ILS) syndication, applicant screening and payment processing systems
• Perform tasks necessary to keep assigned projects and programs running smoothly, such as records keeping, resource coordination, scheduling, and ensuring compliance in line with company best practices
• Partner with various internal and external groups to define and recommend solutions that accommodate future innovation and growth strategies
• Continuously monitor and respond to property management and ancillary product service requests in the company internal user helpdesk system, and deliver expeditious, high-quality resolutions in accordance with service level agreements (SLA)
• Escalation and continuous monitoring of internal user support concerns to third party vendor support, as necessary
• Consult product client support and review release notes to provide recommendations to the organization for upgrades/updates
• Test and validate program modules of moderate complexity to meet specifications and procedures standards
• Provide setup and/or installation support for payment scanning devices, and like devices, as applicable
• Participate in planning and deployment meetings for new enterprise product implementations; complete new product questionnaires and/or coordinate completion thereof with partnering departments, communicate phased implementation schedules to property operations, and coordinate training of new product sets
• User administration: user account maintenance, security role and permissions, password reset, etc.
• Participate in the creation of standards and compliance with Best Practices, Procedures and Standards within the organization
• Participate in all company Transition/Disposition Meetings and assists in the data migration of properties scheduled to operate under Village Green’s enterprise PM systems
• Property Management Software transition prep, as may be assigned
• Perform due diligence file audits as may be assigned
• Assist with the onboarding or disposition of properties as may be needed
• Basic functional understanding of the products managed and maintained by other team members in the department
• Be available for other duties as assigned by Supervisor
• Always represents both Village Green and each owner in a professional and businesslike manner

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Paid Time Off (PTO)
• 401(k) with a Company Match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level