Software Support Specialist I

About the role

As a Software Support Specialist I, you will provide technical support and troubleshooting assistance to users of the company's software applications, with a primary focus on property management software and related systems. This position requires a customer-oriented individual with a basic understanding of software applications, troubleshooting techniques, and customer service best practices. You will resolve common technical issues, provide guidance to users, and contribute to the overall satisfaction and productivity of software users within the company.

Responsibilities

• Provide RealPage first-line technical support to software users, troubleshooting common issues, and escalating complex problems to senior support staff.
• Respond to user inquiries via phone, email, and chat, providing timely and effective assistance.
• Document support requests and resolutions in a tracking system.
• Guide users on basic software functionalities and features.
• Direct users to relevant knowledge base articles and FAQs.
• Develop a foundational understanding of the company's software applications, including property management software and other business systems.
• Stay up-to-date on basic software updates and new features.
• Provide excellent customer service to software users, ensuring a positive and helpful support experience.
• Communicate effectively with users at all levels of technical proficiency.

Skills and experience

• Proven experience as a help desk technician or other customer support role.
• Knowledge of RealPage (OneSite, Financial Suite, Ops Technology, etc.).
• Associate's degree (A.A.) or equivalent experience.
• Ability to diagnose and resolve basic technical issues.
• Basic knowledge of Microsoft Office Suite and Google Office Suite.
• Familiarity with support helpdesk systems is a plus.
• Must have a valid driver's license with no major infractions in the last 12 months.