Systems Support Specialist Tier II

Welcome! Interested in becoming a Ranger? Read more.

At RangeWater, we look for people who show up and work together to achieve success and make positive impacts on the lives we touch and enrich the communities we serve, as people are at the heart of everything we do. As a Ranger, we encourage you to explore possibilities and solutions for your own career success story and apply the same enthusiasm to help RangeWater remain THE leader and powerful force in Multi-Family Real Estate.

Our Team Members play a pivotal role in the success of the company’s performance, and we look forward to witnessing your successful journey as a Ranger!

Culture: Companies with a strong culture and a higher purpose perform better in the long run.

Core Values (words to live by): People-focused, Collaboration, Integrity, Service, Results-driven, Experience-centric, and Innovation.

What’s in for you? Our leaders care about the well-being of all Rangers and recognize the importance of work-life balance. That’s why we offer competitive paid time off and benefits.

PTO/Benefits:

· Two + Weeks of PTO

· Paid Holidays

· Medical, dental and vision insurance

· 401(k) Enrollment Opportunity

· Employer Paid Basic Life and Short-Term Disability

· Paid Parental Leave for Birthing and Non-Birthing Parents (after 6 months)

· Potential opportunity for savings in rent (property and ownership specific)

· Cell Phone Allowance

· And more!

Job Description

What does this role entail? The Systems Support Specialist Tier 2 will provide Level 2 Property Management software support to all of the site users for RangeWater Residential. This role will provide technical support to users, answer
questions, and resolve problems for clients via telephone or from a remote location.

This role requires the ability to multitask and must be organized. The person in this position will work closely with the other departments within RangeWater Residential including operations, accounting, and training.

Essential Roles You Will Play:
Respond promptly to customer inquiries through various channels, including email, phone, and chat. Provide clear and concise instructions to clients on using our property management systems. Diagnose and troubleshoot technical issues reported by clients and guide them through resolution. Develop and maintain a deep understanding of the features and functionality of our property management systems. Stay informed about updates, new features, and industry best practices to effectively assist clients. Create and update comprehensive support documentation, including FAQs and troubleshooting guides, to assist clients in finding solutions independently. Collaborate with the development and quality assurance teams to identify and escalate software bugs and issues
promptly. Work towards timely resolution of client-reported problems, ensuring minimal disruption to their property management operations. Gather customer feedback and insights to share with the development team, contributing to continuous improvement of the software. Collaborate with other support team members to share knowledge and best Tier 2 Support Specialist practices.
Provide feedback on recurring issues to help improve the software and enhance user experience. Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organizational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s). Practices proper safety techniques in accordance with Company, property, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s). Keeps abreast of current changes in technology, processes, and standards within the industry and area(s) of responsibility by attending internal and external training programs and by accessing other sources of information and applies knowledge and practices to area(s) of responsibility.

Other duties as assigned.