The Applications Support Analyst serves as a subject matter expert, providing technical software support to corporate and property teams by addressing requests related to our Property Management operating systems, currently using MRI Software and Yardi. The ideal candidate should have strong skills in working with applications and systems, with the capability to analyze, diagnose, and resolve a variety of software issues, from basic to complex.
Responsibilities
Manage and resolve incoming customer support requests that may consist of application questions or problems in the areas of product functionality, troubleshooting, and bugs/enhancements. Follow up on problems on behalf of the user and communicate progress in a timely manner
Monitor and update help desk tickets in the ticket management system to track progress and resolution of customer issues
Engage with customers via phone, screen sharing, ticket system and email to provide response to inquiries, concerns, and requests related to the company's systems and applications
Handle multiple priorities and customer issues in a professional manner and being able to interpret, understand and effectively resolve the question/s that the customer is asking
Act as a point of contact for phone calls, emails and Help Desk process, regarding IT software issues and e scalate unresolved calls/tickets to Applications Services Manager timely
Notify Applications Services Manager of any trends or concerns
Maintain a high degree of customer service for all inquiries and adhere to all company SOP's in ticket resolution
User setup and configuration for various in-house software applications
MRI or other PM Operating system setup and configuration
As needed provide after hours and on-call support
Where applicable develop and create process and procedure documentation, training materials, FAQs and Knowledge Base Articles for application support processes
Assist with testing new software releases
Involvement in other special projects as needed
IT Infrastructure and Device Management duties do not apply
Education and Experience:
Required
High school diploma or general education degree (GED)
Requirements:
1-2 years' experience in a customer support role
Help Desk or call center service experience desired
Self-motivated, organized with excellent interpersonal, verbal, written communication and troubleshooting skills due to variety of groups to be working with, such as co-workers, management, and customers, must be able to exchange accurate information
Ability to quickly learn complex business applications and apply this knowledge to assist end users
Experience researching problems, analyzing trends and distributing findings
Demonstrate complete professionalism while handling the inquiries or complaints of the clients
Highly motivated achiever who gains satisfaction from providing excellent customer service
Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job
Strong knowledge of Microsoft based operating systems with emphasis on Windows and Office
Valid Driver's License
Must be a team player
Telecommuting not available
Preferred:
Working knowledge of any of the following PM operating systems preferred: MRI, Yardi, Entrata and OneSite
Experienced with industry-standard PropTech systems, including solutions for fraud detection and screening, payments, insurance, and more.
SQL experience preferred
What We Offer:
Competitive Salaries & Bonuses
Medical, Dental & Vision Plans
401(k) Plan with Employer Matching Contributions
Paid Personal Time & Holidays
Flexible Spending Accounts
Free Long-Term Disability
Free Life Insurance
Short Term Disability
Health Savings Account with Employer Contributions
