Technical Support Specialist

2 weeks ago

Phoenix, Arizona, United States Western Wealth Communities Full time
Job Summary

The Support Specialist is a key member of our IT team, responsible for providing top-notch technical support to our end-users. This role requires a strong understanding of technology and excellent problem-solving skills.

Key Responsibilities
  • Administer and maintain our helpdesk platform to ensure seamless support for our users.
  • Provide feedback and insights to our Director of Training to improve our support processes.
  • Initial support for incoming tickets, escalating to outside support when necessary.
  • Provide initial operations and Yardi support to end-users at our properties.
  • Schedule property-level support, including vendor support for our managed properties.
  • Lead or manage assigned projects, acting as a subject matter expert or quality assurance tester.
  • Perform software onboarding and offboarding for Yardi and its 3rd-party plugins.
  • Coordinate and perform Yardi upgrades and ongoing maintenance.
  • Work with our transitions team to ensure seamless property takeovers and dispositions.
Requirements
  • Bachelor's degree in Computer Science or related field, or equivalent experience.
  • Advanced computer skills using Microsoft Office Suite and other applications.
  • Previous experience managing a ticketing system and multiple agents.
  • Intermediate Yardi knowledge to assist with small tasks and communicate needs to outside vendors.
Competencies
  • Use of Technology: Demonstrates required skills, adapts to new technologies, troubleshoots problems, and uses technology to increase productivity.
  • Problem Solving: Identifies and resolves problems in a timely manner, gathers and analyzes information, and develops alternative solutions.
  • Communications: Expresses ideas and thoughts verbally and in writing, exhibits good listening and comprehension, and keeps others informed.
  • Managing Customer Focus: Promotes customer focus, establishes customer service standards, and provides training in customer service delivery.
  • Adaptability: Adapts to changes in the work environment, manages competing demands, and changes approach or method to best fit the situation.
  • Job Knowledge: Competent in required job skills and knowledge, exhibits ability to learn and apply new skills, and keeps abreast of current developments.
  • Organizational Support: Follows policies and procedures, completes administrative tasks correctly and on time, and supports organization's goals and values.
  • Planning/Organizing: Prioritizes and plans work activities, uses time efficiently, and sets goals and objectives.
  • Dependability: Follows instructions, responds to management direction, takes responsibility for own actions, and keeps commitments.
  • Cooperation: Establishes and maintains effective relations, exhibits tact and consideration, and works cooperatively in group situations.
Physical Demands

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 stand, walk, and sit.

The employee is frequently required to use hands to finger, handle, or feel objects, tools, and/or controls, and to reach with hands and arms.

The employee is occasionally required to climb or balance, stoop, kneel, crouch, or crawl.

The employee must frequently lift and/or move up to 40 pounds and occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing 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 rarely exposed to wet and/or humid conditions, moving mechanical parts, high, precarious places, fumes or airborne particles, toxic or caustic chemicals, outside weather conditions, risk of electrical shock, and vibration.

The noise level in the work environment is usually moderate.

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