Property Management Software Support Specialist

1. Serve as the primary subject matter expert (SME) for affordable housing property management software systems, providing technical support, guidance, and best practice recommendations to employees across the organization.

2. Deliver exceptional customer service by responding to support requests through telephone, email, ticketing systems, virtual meetings, and in-person interactions in accordance with established service level expectations.

3. Diagnose, troubleshoot, and resolve software-related issues by identifying root causes, researching solutions, testing system functionality, and coordinating resolutions with internal departments and software vendors as needed.

4. Manage and maintain support tickets through accurate documentation, prioritization, tracking, follow-up, and timely resolution to ensure a positive user experience and operational continuity.

5. Administer property management software systems, including user setup and deactivation, role-based security access, property setup and closeout, global settings maintenance, forms management, audits, and system configuration updates., webinars, one-on-one coaching, and other learning formats to support software proficiency and operational effectiveness.

7. Create and maintain training materials, user guides, standard operating procedures, knowledge base articles, and frequently asked questions (FAQs) to promote user self-service and consistent business practices.

8. Analyze support trends and system performance data to identify recurring issues, training opportunities, process improvements, and system enhancement recommendations. Communicate findings and recommendations to leadership.

9. Partner with Property Management, Compliance, Accounting, Operations, and other departments to support business processes, ensure software functionality aligns with operational requirements, and maintain regulatory compliance.

10. Collaborate with software vendors and third-party partners to investigate software defects, coordinate system updates, implement enhancements, and ensure successful issue resolution.

11. Evaluate existing processes and workflows to identify opportunities for increased efficiency, improved user experience, enhanced reporting capabilities, and stronger system utilization.

12. Support software implementation projects, upgrades, integrations, testing, and data validation activities to ensure successful deployment and adoption of new functionality.

13. Maintain system integrity and compliance by conducting audits, monitoring configurations, validating data accuracy, and ensuring adherence to company policies and affordable housing program requirements.

14. Serve as a resource and technical liaison between end users, operational departments, software vendors, and the Information Technology team to facilitate effective communication and problem resolution.

15. Support additional company software systems, departmental initiatives, and special projects as assigned to meet organizational goals and business needs.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel requirements vary, but may be up to 10% of the time. Travel as required for in person classes and annual education conferences.

• Associate degree in Information Technology, Business Administration, Property Management, or a related field; or equivalent combination of education and experience.
• Minimum of three (3) years of experience providing software support, system administration, property management operations, or customer service in a technology-focused environment.
• Experience supporting users through a ticketing system, including issue tracking, documentation, troubleshooting, and escalation.
• Experience delivering individual and group training, creating user documentation, and supporting adult learners in a professional setting.
• Proficiency with Microsoft Office applications, including Outlook, Word, Excel, Teams, and PowerPoint.

• Experience with affordable housing property management software, such as ResMan, Yardi, RealPage, OneSite, MRI, Rent Café, Voyager, or similar platforms.
• Knowledge of affordable housing programs and compliance requirements, including LIHTC, HUD, Rural Development, HOME, or Section 8 regulations.
• Experience administering business-critical software systems, including user account management, security permissions, configuration, audits, and maintenance.
• Experience developing training materials, knowledge base articles, FAQs, and standard operating procedures.
• Prior experience in affordable housing, multifamily property management, compliance, or a related industry.
• Software development or programming experience is not required.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; climb; stoop, kneel or crouch. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move 25-50 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.