Tier 2 IT Specialist - Entrata

RangeWater•Atlanta, GA

23h

About The Position

The Systems Support Specialist Tier 2 will provide Level 2 Property Management software support to all of the site users for RangeWater Residential. This role will provide technical support to users, answer questions, and resolve problems for clients via telephone or from a remote location. This role requires the ability to multitask and must be organized. The person in this position will work closely with the other departments within RangeWater Residential including operations, accounting, and training.

Requirements

Education: High school diploma or equivalent (some college coursework preferred).
Employment history that demonstrates the application and usage of a sales, marketing, and customer service background sufficient to resolve customer complaints and issues, complete financial and other reports and documents, increase sales revenues, and manage spending.
Seasoned experience in multi-site property management and residential property operations, including all facets of managing the physical, operational, financial, and customer service performance of a wide variety of asset types under varying market conditions.
Demonstrated proficiency in Internet, word processing, spreadsheet, presentation, computer and web-based training software, and database management programs in order to complete required reports and employment documents.
Current Valid Driver's License
Must be able to push, pull, lift, carry, or maneuver weights up to twenty (20) pounds independently and fifty (50) pounds with assistance.
The employee is frequently required to stand, walk, reach with hands and arms, climb, stoop, and squat. Intermittently required to sit and perform keyboard work.
Routine local travel may be required to run business-related errands including but not limited to meetings and training.
Non-local travel may be required for business-related responsibilities.

Responsibilities

Respond promptly to customer inquiries through various channels, including email, phone, and chat.
Provide clear and concise instructions to clients on using our property management systems.
Diagnose and troubleshoot technical issues reported by clients and guide them through resolution.
Develop and maintain a deep understanding of the features and functionality of our property management systems.
Stay informed about updates, new features, and industry best practices to effectively assist clients.
Create and update comprehensive support documentation, including FAQs and troubleshooting guides, to assist clients in finding solutions independently.
Collaborate with the development and quality assurance teams to identify and escalate software bugs and issues promptly.
Work towards timely resolution of client-reported problems, ensuring minimal disruption to their property management operations.
Gather customer feedback and insights to share with the development team, contributing to continuous improvement of the software.
Collaborate with other support team members to share knowledge and best Tier 2 Support Specialist practices.
Provide feedback on recurring issues to help improve the software and enhance user experience.
Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organizational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s)
Practices proper safety techniques in accordance with Company, property, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s)
Keeps abreast of current changes in technology, processes, and standards within the industry and area(s) of responsibility by attending internal and external training programs and by accessing other sources of information and applies knowledge and practices to area(s) of responsibility.