Cascade Management, Inc. and its principals began providing property and asset management services in 1974. We continue to manage the majority of properties from our original portfolio, which has grown substantially over time. Through our growth, the commitment to our properties, owners and employees remains fundamental to our values.
The Software Support Specialist is responsible for the administration, management and timely resolution for the affordable property management software systems. Resolution includes, but is not limited to, the following: Identifies, researches, and resolves technical problems by responding timely to telephone calls, tickets, emails, and personnel requests for technical support. In addition, accurate documentation, tracking, and monitoring must be maintained to ensure a timely resolution. This position also delivers technical training and support needs to Cascade personnel at new hire training and ongoing either in a classroom setting, webinar, and/or on the phone.
Support Cascade staff members with affordable housing property management software training, knowledge, and expertise. *
Provide support in accordance with our service level agreement to all Cascade employees regarding software. *
Utilizing ticketing system, log and track support calls; prioritize and escalate issues to ensure customer satisfaction. *
Identify trends in the support calls and develop FAQ to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
Ongoing evaluation of software products in addition to recommending product or system improvements including procedural steps, increased training, and enhanced documentation.
Work directly with software support team to identify solutions including software knowledge bases, FAQ resources and other resources as necessary.*
Maintain property management software including but not limited to: setting up new properties, adding/removing employees and groups, maintaining global settings, updating forms, ensuring compliance, system audits, and closing out properties. *
Support IT Department and team with other company software systems, ordering, and projects as necessary to provide customer service.
Perform other duties as assigned by IT Manager.
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.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); or one to three (1-3) months related experience and/or training; or equivalent combination of education and experience.
Experience with affordable housing in one or more of the following programs: HUD, LIHTC, RD and or HOME preferred.
Experience with Boston Post and/or Resman softwares preferred.
Help Desk or Customer Support experience preferred.
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 objects, tools, or controls and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must frequently 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 the ability to adjust focus.