Richman Property Services, Inc. is currently seeking a hands-on, team-oriented Support Specialist Manager with a can-do attitude!
As one of the nation’s top ten residential property owners, our mission is to ensure that our residents live in a quality apartment community they can be proud of. Our team accomplishes this by delivering optimal customer service and creating a safe and inviting home.
The Support Specialist Manager will work out of the Tampa Support Center, our corporate office located in the Westshore business district in Tampa, FL. This is an on-site position leading a team of 5 direct reports. Experience with Affordable/Tax Credit properties and One-Site are essential to this position.
The success of the company is dependent upon the satisfaction of our Residents. Our devoted staff maintains direct involvement in managing each of our properties and tending to their needs.
SUMMARY:
Directs and coordinates activities of workers engaged in computer operations. Is responsible for providing assistance and support to our remote users related to software for internal team. Responds to inquiries, performs diagnostics, troubleshoots problems and initiates solutions ensuring process integrity and timely completion of assigned duties.
RESPONSIBILITIES:
- Providing support to management and end users on a variety of technical and business process issues
- Analyzing, understanding and supporting all property management software (OneSite) processes. This includes providing user support for all layers including: leasing and rents, HUD, Tax Credit, Screening, Facilities, Site Data Exchange and Moonbeam
- Supporting all other software applications used in the field such as bank scanning software, Gracehill, QuickBase and Zendesk
- Tracking end user issues through email and support tickets
- Troubleshooting and resolving application and system related issues
- Analyzing help desk requests to facilitate training needs
- Training users in new applications (web based and classroom environment)
- Researching and creating training material documentation to achieve training objectives
- Creating documentation, on demand courses, processes and resources
- Designing support materials for training and/or implementing the use of third party resources to achieve department objectives
- Identifying resources and advising supervisor to improve department functions
- Completing special projects as may be frequently required by direct supervisor or senior management
- Support is not limited to property management software applications; it encompasses all facets of related operational matters
- Analyze help requests to facilitate training needs at the site level
- Responsible for overseeing the help desk ticket request process
Systems / Software:
- Providing support for property management software to site and corporate level employees
- Assist users with product and process questions.
- Provide thought and insight to the design of software resources.
- Analyzing, understanding & supporting OneSite, the current property management software. Includes: property setup’s, user access additions & changes, setting user roles & access levels, providing user support for all layers including: Leasing & Rents, HUD, Tax Credit, Screening, Facilities, Site Data Exchange and Moonbeam processes.
- Use of Excel applications to add vendor additions from Timberline into OneSite.
Education / Learning Support:
- eLearning / on demand, web based and one on one systems related support
- Creation of documentation, on demand courses, processes and resources following current operations procedures to facilitate efficient workflow
- Design & create of new modules within company website including company Learning Management System.
- Design and creation of support materials which includes internal on demand eLearning classes, support
- Documentation, and the use of third-party on demand training resources to achieve training objectives.
- Development and promote the use of knowledge management tools.
- Develop training content, programs, based on knowledge of identified training needs, company procedures, and services
Additional Duties:
- Assist V.P. of Training & Development with current projects and anything else required
- Support is not limited to property management software applications; it encompasses all facets of related operational matters
EDUCATION: High school diploma or general education degree (GED)
EXPERIENCE: Minimum three (3) years pf management experience as a Trainer/Educator. Experience with computer software training preferred. Property Manager experience is required.
SKILLS & CERTIFICATIONS:
Highly proficient with Microsoft Office Word and Outlook and advance in Excel. Experience with OneSite software required. Self-starter, detail oriented with professional communication, customer service, organizational and analytical/problem solving skills. Ability to communicate clearly and effective through written/email communication. Ability to operate various types of office equipment, i.e., computers, printers, copy machines, telephone systems, facsimile machines. Proficient with multiple computer and software programs. Able to accept supervision, speak clearly and calmly working towards win/win resolution of issues. Participate in team meetings and/or training sessions. Exhibit sound judgment, ability to ask appropriate questions, seek guidance and communicate outstanding matters with direct supervisor. Able to prepare reports as requested. Highly proficient with Microsoft Office Word and Outlook and advance in Excel. Experience with OneSite software required. Self-starter, detail oriented with professional communication, customer service, organizational and analytical/problem solving skills. Ability to communicate clearly and effective through written/email communication. Ability to operate various types of office equipment, i.e., computers, printers, copy machines, telephone systems, facsimile machines. Proficient with multiple computer and software programs. Able to accept supervision, speak clearly and calmly working towards win/win resolution of issues. Participate in team meetings and/or training sessions. Exhibit sound judgment, ability to ask appropriate questions, seek guidance and communicate outstanding matters with direct supervisor. Able to prepare reports as requested.
We offer a competitive salary and benefits package to include medical, dental, vision, life insurance, long and short-term disability, 401(k), paid time off and bonus potential.
PTO – All employees are eligible to accrue up to 6 days of PTO (paid time off and sick leave).
VACATION – Employees who regularly work greater than 20 hours per week will earn up to 10 days’ Vacation time with the potential for 15 days after 3 years with us!
If you are looking for a rewarding career opportunity with one of the top Property Management organizations in the country, we’d like to hear from you!
To learn more about Richman Property Services, Inc. please visit our website at www.therichmangroup.com
We conduct criminal background and drug screening.
EOE/DFWP
Skills
Preferred
- Knowledge of Micro Office Suite
- Organ & analy/probl solve skill
- Detail Oriented
- Fair Housing
Behaviors
Preferred
- Enthusiastic: Shows intense and eager enjoyment and interest
- Leader: Inspires teammates to follow them
- Dedicated: Devoted to a task or purpose with loyalty or integrity
Motivations
Preferred
- Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
- Entrepreneurial Spirit: Inspired to perform well by an ability to drive new ventures within the business
