Software Support Associate - Appfolio

Responsibilities

• Identify repeating issues and explore permanent solutions and/or process changes.
• Creating and updating content within the support knowledge base ensuring we share knowledge for new issues in a timely and effective manner.
• Partner with Team members across the organization on various strategic projects when needed.
• Support small projects as directed by the Director of Operations & Transactions.
• Continually learn about the software platforms (Realpage, AppFolio, and ancillary Applications) and keep up with changes.
• Manage tickets on the Ticketing system (Desk365) and maintain in place SLA. This would involve regular reporting of ticket counts and turnaround times.
• Continuing to prioritize your workload ensuring customers are receiving regular updates and any urgent cases are progressed efficiently.
• Participate in regular training, learning and growth opportunities.
• Take ownership of challenging issues and escalate as required.
• Review, Support and Troubleshoot Property and Corporate user issues. This would involve phone support, Email, video calls or an occasional visit to the property.
• Recommends systems modifications to reduce user problems.
• Properly manage and document all work performed. Keep documentation of standard processes up to date.
• Serves as subject matter expert, individually motivated and operating with a sense of urgency and personal accountability.

Qualifications

• Exceptional analytical and problem-solving skills
• Must have advanced knowledge of the AppFolio Property Management Software platform.
• Must have strong active listening skills.
• Must have strong attention to detail when communicating with end users (verbal & written).
• Previous Multi-Family housing or Commercial Real Estate experience
• Ability to work independently and manage priorities in a fast-moving environment.
• Customer service experience