Property Management Support Specialist
We are looking for a customer-focused Property Management Support Specialist to provide technical and product support to property managers using property management software, including desktop, mobile, and portal applications.
This role serves as a frontline resource for customers who need help navigating the platform, resolving access or feature-related issues, understanding available services, processing basic payment-related activities, and identifying the appropriate next step when an inquiry requires assistance from another department.
The ideal candidate has previous SaaS customer support or technical support experience, communicates technical information clearly to non-technical users, and can troubleshoot issues methodically while maintaining accurate case documentation in Salesforce.
Job Description – Property Management Support Specialist
Key Responsibilities
SaaS Product & Customer Support
- Respond to customer inquiries regarding property management software through phone and chat support
- Assist property managers with desktop, mobile, and portal applications
- Guide customers through software navigation and administrative functions
- Explain platform features and processes clearly to customers with varying levels of technical experience
- Provide step-by-step walkthroughs when customers need assistance completing tasks within the software
Technical Troubleshooting
- Troubleshoot common technical and access-related issues, including sign-in, sign-up, navigation, and feature-related concerns
- Gather relevant information from customers to understand and reproduce reported issues
- Isolate potential causes and determine whether an issue can be resolved through standard troubleshooting or requires escalation
- Clearly document troubleshooting steps, findings, and customer concerns
- Maintain ownership of cases and follow through on unresolved or aging issues
Salesforce Case Management
- Create and maintain Salesforce cases for inquiries and concerns received through phone or chat
- Accurately document the customer’s issue, troubleshooting performed, actions taken, and applicable next steps
- Keep case information complete and current to support effective follow-up and escalation
- Manage multiple customer inquiries and support queues while maintaining accuracy and responsiveness
Product Packages & Sales Coordination
- Develop a working understanding of available software packages and the services included with each package
- Answer general questions regarding package features and services
- Identify inquiries involving upgrades or changes to a customer’s plan and coordinate with the Sales team when appropriate
- Transfer or route customers to the appropriate department for Sales, Billing, or other specialized assistance
Payment Support
- Provide basic assistance related to payment functions available through the support website
- Guide property managers through payment-related navigation and standard processes
- Assist with basic questions regarding refunds and available payment options within the scope of established procedures
- Route more complex billing or payment concerns to the appropriate team when necessary
Knowledge Base & Process Support
- Use Confluence knowledge-base articles as process references when handling customer inquiries
- Share appropriate knowledge-base resources with customers when they provide useful instructions or process guidance
- Follow documented support procedures and available product resources to provide consistent and accurate assistance
Call & Department Routing
- Determine when an inquiry should be handled by another department
- Transfer calls to Billing, Sales, or other appropriate teams as needed
- Provide sufficient context during transfers to support a smooth customer experience
Systems & Tools
Proficiency in at least one tool per category is expected. You don’t need to know them all — we’ll invest in your growth.
- CRM & Case Management: Salesforce
- Phone & Communication: RingCentral / NICE inContact, Company Email, Slack
- Product Systems: Navi, Desktop Application, Mobile Application, Web Portal
- Knowledge Base / LMS: Confluence
- Time Tracking: Clockify
Required Qualififcations
- 2+ years of experience in a SaaS customer support or technical support role
- Excellent written and verbal English communication skills
- Ability to explain technical information clearly to non-technical customers
- Strong customer-service and active-listening skills
- Strong troubleshooting fundamentals, including the ability to reproduce, isolate, and clearly document issues
- Demonstrated experience using CRM and ticketing applications such as Salesforce or a comparable platform
- Ability to accurately document customer interactions, troubleshooting steps, and resolutions
- Comfortable handling phone and chat support
- Ability to manage multiple queues and shifting priorities within compressed time frames
- High sense of urgency, ownership, and follow-through, particularly with escalated or aging cases
- Collaborative, upbeat work ethic and proactive customer-service mindset
Preferred Qualififcations
- Accounting or bookkeeping familiarity
- Experience supporting accounting software
- Basic SQL exposure
- Previous experience supporting property-management software or a related SaaS platform
- Salesforce experience
- Experience using NICE inContact, RingCentral, Confluence, or similar customer-support and knowledge-management platforms
What Success Looks Like
A successful Property Management Support Specialist can listen carefully to a customer’s concern, identify what is happening, troubleshoot the issue logically, and explain the solution in language the customer can easily understand.
They maintain accurate Salesforce cases, use available knowledge resources effectively, recognize when an issue needs escalation or transfer, and take ownership of providing the customer with a clear next step.
Technical Requirements
To deliver exceptional work remotely, you’ll need:
Processor | Intel 8th Gen (quad-core) or higher, or comparable AMD |
|---|---|
RAM | 8 GB minimum |
OS | Windows 11 (64-bit) or newer |
Internet (Primary) | Stable connection, minimum 10 Mbps |
Internet (Backup) | Independent backup connection, minimum 10 Mbps |
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