Software Support Specialist, Tier 2 

JOB SUMMARY

The Software Support Specialist, Tier 2, provides Tier 1 and Tier 2 technical assistance and support for inquiries and issues related to all software platforms. This is a dynamic role incorporating user training and support, and system configuration.

QUALIFICATIONS

  • Bachelor’s degree preferred or 3-5 years of relevant work experience.
  • 5+ years in Property Management industry preferred.
  • Proficiency in Yardi Voyager 7S and other Yardi products preferred.
  • Proficiency in MS Excel and other MS Office products.
  • Strong technical aptitude and work experience with technical applications and systems.
  • Ability to diagnose and resolve basic and advanced technical issues.
  • Demonstrates eagerness to learn.
  • Possess attention to detail and follow-through.
  • Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
  • High level of professionalism and ability to maintain confidentiality.
  • In-person work required for the first 90 days, after which 1-2 days/week maximum remote work is available based on performance. Occasional travel required for property visits and/or Company-wide meetings.

RESPONSIBILITIES

  • User Management across all software platforms.
  • Monitor Tier 1 and Tier 2 ticket queue to respond to questions and triage, troubleshoot and resolve reported issues through the various service desk channels (phone, email, Teams service desk, web chat).
  • Escalate issues to Tier 3 or to external escalation points as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
  • Through support and virtual training, improve users ongoing knowledge of the software.
  • Assist in knowledge base maintenance to ensure it agrees with current system and business operations and is a useful resource to assist users in performing primary job duties.
  • Support new software version releases, implementation of new functionality, maintenance and documentation, as needed.
  • Provide exceptional customer service to users of varying knowledge and skills.
  • Perform data uploads (ETL, CSV, FTP Transfers) & data validations.
  • Assist with onboarding new properties and off-boarding sold properties.
  • Participation in continual self-improvement and process improvement.
  • Assist with other responsibilities as directed by leadership.

COMPENSATION & BENEFITS

  • Salary and bonus dependent on experience
  • 401(k) plan including company match
  • Medical (company funded), Dental & Vision Insurance
  • Paid Time Off and Company Holidays
Job Category: IT
Job Type: Full Time
Job Location: Atlanta

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