Job Description

Responsibilities:

Join a dynamic team at Related Affordable Management ("RAM"), a nationwide leader in managing a diverse portfolio of multifamily housing developments. As a Customer Support Specialist, you will play a pivotal role in supporting RAM's affordable housing portfolio by overseeing the Operations Technology Service Desk under the guidance of the Customer Support Manager.

In this role, you'll be responsible for managing and resolving property management system tickets, determining support tier levels, and ensuring tickets are resolved or assigned appropriately. You will also collaborate with the Customer Support Manager on various projects and duties as needed, contributing to the overall success of RAM's affordable operations team.

We're seeking a detail-oriented, proactive individual with strong problem-solving skills who thrives in a fast-paced environment. If you're ready to make an impact and help drive operational excellence, we'd love to hear from you!

ESSENTIAL JOB FUNCTIONS:

Ensure all support issues are logged and resolved or assigned appropriately within the service desk system, prioritizing tasks and addressing recurring issues efficiently. Troubleshoot and support RAM regional staff with property management system software inquiries, coordinating meetings with super users and regional staff to resolve site-specific issues. Provide comprehensive support for all property management system products and address system-wide issues in collaboration with vendors, ensuring effective communication with business users. Draft and distribute communications regarding best practices, system updates, and notifications during outages or global issues. Attend regular meetings with support staff to focus on system analysis, improvements, and standards. Stay updated on policy changes and ensure updates are communicated effectively regarding system-level documentation and processes. Perform additional duties and contribute to special projects as assigned by the Customer Support Manager.


WHY YOU'LL LOVE IT HERELots of paid time off (19+ days!) - we value your life outside of work. Customizable total rewards package - pick from our medical, vision and dental options, along with our life insurance and an Employee Assistance Program. Financial wellness perks to set you up for success - such as 401(k), FSA & HSA, employer-paid life and AD&D insurance; paid leave & disability programs Mental health resources, such as counseling, are available to our team members Fertility benefits - such as surrogacy, adoption assistance and more! Paid time off to volunteer and we will match your charitable donations! We are a passionate team making real impact on the world! Grow with us - learning & training programs; tuition & certification reimbursement; internal advancement opportunities are available...and so much more!

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Qualifications:

Anticipated salary range:

$88,000 - $100,000 USD per year

This range is provided as a general guideline and reflects what we reasonably expect to pay for this role at the time of posting. Actual compensation may vary depending on a variety of factors, including the candidate's qualifications, geographical location, and the specific responsibilities of the role. In addition to salary, this position may be eligible for performance bonuses and a comprehensive benefits package, including health insurance, retirement plans, and paid time off.

Final compensation offers will be determined following a thorough assessment of the candidate's background and the requirements of the position.

POSITION REQUIREMENTS / QUALIFICATIONS:3+ years of experience in property management system implementation, IT systems, or operations within the real estate or affordable housing industry. Familiarity with property management software. Knowledge of regulatory compliance for property management systems, including LIHTC and HUD programs. Excellent attention to detail and the ability to manage and prioritize multiple tasks effectively. Strong communication skills with the ability to effectively engage with diverse employee populations. Dedicated to exceeding expectations, leading by example, and by providing exceptional service. Willingness to embrace feedback and continuously improve. Demonstrates accountability and reliability by taking full ownership of projects and outcomes, prioritizing precision and attention to detail, and approaching challenges with grit, resilience, and proactive problem-solving, while continuously engaging in learning and development to enhance performance; fosters collaboration and a resident-centered environment, ensuring empathy, respect, and cross-functional success in all interactions.

Work Environment:Remote opportunity, supporting a group of properties which may be in different US time zones. Must be able to adjust schedule as needed to ensure appropriate levels of support.

Overview:

Related Affordable spearheads Related's initiatives to preserve and enhance the nation's affordable housing supply. With over 50 years of experience in affordable housing acquisitions and development, Related Affordable is renowned nationally for its financing, preservation, and rehabilitation innovation. Presently, Related Affordable manages one of the largest affordable housing portfolios in the United States. Our team is committed to the principle that everyone deserves a quality home, and we tirelessly strive to fulfill this mission in communities nationwide. Visit our website for more information: Related Affordable Housing.

We are proud to be an equal-opportunity employer committed to building an inclusive culture with competitive compensation aligned with experience and market standards.

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