Software Support Specialist

About Us

Compensation: $

Schedule: Monday-Friday (8am-5pm)

Hours: 40 Full-Time

Location: Tigard, OR

Properties: Corporate

Benefits: Medical, Dental, Vision, Rx, PTO, 11 Paid Holidays, Short- & Long-Term Disability and Life Insurance, Employee Assistance Program. Accident/Cancer Plan, Medical and Dependent Care Flex Benefit

* Salary is typically hired between minimum and midpoint of salary range depending on experience and any rent benefit adjustments.

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.

Cascade Management’s Service Model is the foundation of everything we do and is expected to be upheld every day you come to work. Our Service Model represents the most important behaviors and actions to ensure a stakeholder interaction is positive every time. As an integral part of the Cascade team, all members are expected to carry out our Service Model of Friendly, Helpful, Knowledgeable, Respectful, and Responsive.

SUMMARY

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 escalat[e] 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.
• Travel as required for in person classes and annual education conferences.
• Regular and reliable attendance during scheduled hours.
• Perform other duties as assigned by IT Manager.

SUPERVISORY RESPONSIBILITIES

No supervisory responsibilities.

TRAVEL REQUIREMENTS

Travel requirements vary, but may be up to 10% of the time. Travel as required for in person classes and annual education conferences.

QUALIFICATIONS

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.

• Associate's degree (A.A.) or equivalent from a two-year college or technical school; or two (2) years related experience and/or training; or equivalent combination of education and experience.
• A strong understanding of compliance in affordable housing is helpful.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Excellent verbal and written communication skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Valid…