Operations Technology Customer Support Specialist

Operations Technology Customer Support Specialist

Join to apply for the Operations Technology Customer Support Specialist role at Related Affordable
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Join a dynamic team at Related Affordable Management (“RAM”), a nationwide leader in managing a diverse portfolio of multifamily housing developments. As a Customer Support Specialist, you will play a pivotal role in supporting RAM’s affordable housing portfolio by overseeing the Operations Technology Service Desk under the guidance of the Customer Support Manager.

In this role, you’ll be responsible for managing and resolving property management system tickets, determining support tier levels, and ensuring tickets are resolved or assigned appropriately. You will also collaborate with the Customer Support Manager on various projects and duties as needed, contributing to the overall success of RAM’s affordable operations team.

We’re seeking a detail-oriented, proactive individual with strong problem‑solving skills who thrives in a fast‑paced environment. If you’re ready to make an impact and help drive operational excellence, we’d love to hear from you!

• Ensure all support issues are logged and resolved or assigned appropriately within the service desk system, prioritizing tasks and addressing recurring issues efficiently.
• Troubleshoot and support RAM regional staff with property management system software inquiries, coordinating meetings with super users and regional staff to resolve site‑specific issues.
• Provide comprehensive support for all property management system products and address system‑wide issues in collaboration with vendors, ensuring effective communication with business users.
• Draft and distribute communications regarding best practices, system updates, and notifications during outages or global issues.
• Attend regular meetings with support staff to focus on system analysis, improvements, and standards.
• Stay updated on policy changes and ensure updates are communicated effectively regarding system‑level documentation and processes.
• Perform additional duties and contribute to special projects as assigned by the Customer Support Manager.

• 3+ years of experience in property management system implementation, IT systems, or operations within the real estate or affordable housing industry.
• Familiarity with property management software.
• Knowledge of regulatory compliance for property management systems, including LIHTC and HUD programs.
• Excellent attention to detail and the ability to manage and prioritize multiple tasks effectively.
• Strong communication skills with the ability to effectively engage with diverse employee populations.
• Dedicated to exceeding expectations, leading by example, and by providing exceptional service.
• Willingness to embrace feedback and continuously improve.
• Demonstrates accountability and reliability by taking full ownership of projects and outcomes, prioritizing precision and attention to detail, and approaching challenges with grit, resilience, and proactive problem‑solving, while continuously engaging in learning and development to enhance performance; fosters collaboration and a resident‑centered environment, ensuring empathy, respect, and cross‑functional success in all interactions.

• Remote opportunity, supporting a group of properties which may be in different US time zones.
• Must be able to adjust schedule as needed to ensure appropriate levels of support.

• Lots of paid time off (19+ days!) – we value your life outside of work.
• Customizable total rewards package – pick from our medical, vision and dental options, along with our life insurance and an Employee Assistance Program.
• Financial wellness perks to set you up for success - such as 401(k), FSA & H, employer‑paid life and AD&D insurance; paid leave & disability programs.
• Mental health resources, such as counseling, are available to our team members.
• Fertility benefits – such as surrogacy, adoption assistance and more!
• Paid time off to volunteer and we will match your charitable donations! We are a passionate team making real impact on the world!
• Grow with us – learning & training programs; tuition &…