Software Support Specialist

About Us

Compensation: $17.00-19.00

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

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.

Essential Functions and Responsibilities

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 escalate 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.

Qualifications and Physical Demands

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. 

EDUCATION and/or EXPERIENCE  

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 

LANGUAGE SKILLS  

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. 

MATHEMATICAL 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. 

REASONING ABILITY  

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. 

CERTIFICATES, LICENSES, REGISTRATIONS 

Valid Driver’s License and insurance is required. 

OTHER QUALIFICATIONS  

Ability to operate basic office equipment such as computers, telephones, 10-key, and photocopier. Diagnostic and analytical skills for software and general IT application knowledge. Strong computer literacy skills with an emphasis on software knowledge, installations and use. Microsoft applications, intermediate computer abilities with the understanding of terminology and functionality. Ability to multitask. Excellent telephone presence with organized follow-up skills, able to foster strong relationships internally and externally. Strong customer focus; service-oriented attitude. 

PHYSICAL DEMANDS  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; climb; stoop, kneel or crouch. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move 25-50 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.  

WORK ENVIRONMENT  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions (*) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions and risk of electrical shock.  The work environment is open concept. 

CASCADE’S SERVICE MODEL EXPECTATION 

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.  

Cascade Management Inc. is an Equal Opportunity Employer dedicated to an inclusive and diverse environment.