Property Management Software Support Specialist

About Us

Compensation: $

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

Hours: 40 Full-Time

Location: Tigard, OR

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

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 andis 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.

The Property Management Software Support Specialist is responsible for the administration, support, training, and continuous improvement of the Company's affordable housing property management software systems. As the primary point of contact for software-related support, this role provides timely troubleshooting, system administration, user training, and ongoing guidance to employees across the organization.

This position partners with Property Management, Compliance, Accounting, Operations, and IT teams to ensure systems are effectively utilized, data integrity is maintained, compliance requirements are met, and employees have the knowledge and resources needed to perform their roles successfully. Through exceptional customer service, technical expertise, and training leadership, this role helps drive operational efficiency, system adoption, and organizational success.

This position focuses on supporting, administering, configuring, and optimizing existing software platforms and business processes. It does not involve software development, programming, or coding responsibilities.

Essential Duties and Responsibilities

1. Serve as the primary subject matter expert (SME) for affordable housing property management software systems, providing technical support, guidance, and best practice recommendations to employees across the organization.

2. Deliver exceptional customer service by responding to support requests through telephone, email, ticketing systems, virtual meetings, and in-person interactions in accordance with established service level expectations.

3. Diagnose, troubleshoot, and resolve software-related issues by identifying root causes, researching solutions, testing system functionality, and coordinating resolutions with internal departments and software vendors as needed.

4. Manage and maintain support tickets through accurate documentation, prioritization, tracking, follow-up, and timely resolution to ensure a positive user experience and operational continuity.

5. Administer property management software systems, including user setup and deactivation, role-based security access, property setup and closeout, global settings maintenance, forms management, audits, and system configuration updates., webinars, one-on-one coaching, and other learning formats to support software proficiency and operational effectiveness.

7. Create and maintain training materials, user guides, standard operating procedures, knowledge base articles, and frequently asked questions (FAQs) to promote user self-service and consistent business practices.

8. Analyze support trends and system performance data to identify recurring issues, training opportunities, process improvements, and system enhancement recommendations. Communicate findings and recommendations to leadership.

9. Partner with Property Management, Compliance, Accounting, Operations, and other departments to support business processes, ensure software functionality aligns with operational requirements, and maintain regulatory compliance.

10. Collaborate with software vendors and third-party partners to investigate software defects, coordinate system updates, implement enhancements, and ensure successful issue resolution.

11. Evaluate existing processes and workflows to identify opportunities for increased efficiency, improved user experience, enhanced reporting capabilities, and stronger system utilization.

12. Support software implementation projects, upgrades, integrations, testing, and data validation activities to ensure successful deployment and adoption of new functionality.

13. Maintain system integrity and compliance by conducting audits, monitoring configurations, validating data accuracy, and ensuring adherence to company policies and affordable housing program…