Senior Software Support Specialist

Key Responsibilities

• Assist Technical Support Specialist Lead with training initiatives for Customer Care/Contact Center team and Support associates on Funnel, Entrata, and Skillpointe systems and processes.
• Mentor and provide day-to-day guidance to Support Specialists, serving as an escalation point for complex or unresolved tickets.
• Resolve technical issues across CRM, PMS, and supplemental software access/troubleshooting.
• Troubleshoot payment and promo code issues, duplicate charges, and failed processing between Funnel and Entrata.
• Manage document-related issues (missing forms, failed uploads, lease packet errors).
• Diagnose data sync errors (guest card not transferring, co-applicant not syncing, status stuck, duplicates created).
• Resolve notification/communication issues (emails not delivered, duplicate reminders, SMS failures).
• Ensure proper permissions and access levels for team members; deactivate accounts for terminated employees.
• Monitor and resolve Funnel helpdesk tickets (e.g., phones not connecting, quotes not generating, guest card glitches, reporting bugs).
• Serve as first line of support for property-specific Funnel issues reported by onsite teams.
• Track, document, and escalate recurring Funnel system bugs to vendor support as needed.
• Reset or coordinate account access credentials as needed.
• Escalate persistent login failures to Vendors, run support tickets as needed
• Create and maintain FAQs, troubleshooting guides, and quick-reference resources for onsite staff and the training curriculum.
• Partner with direct manager/team lead to track ongoing CRM/PMS software issues

Qualifications

• 2+ years of experience in software support, IT helpdesk, or property management system support (required).
• Strong working knowledge of Funnel, Entrata, or similar CRM/PMS platforms (required).
• Advanced troubleshooting and analytical skills, with the ability to identify root causes and systemic trends.
• Excellent communication skills for both technical and non-technical audiences.
• Demonstrated ability to assist with training content
• Ability to manage multiple tickets/issues simultaneously and prioritize effectively across a team.
• Detail-oriented with strong documentation skills.
• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.