Harbor Group Management
Application Support Analyst
Harbor Group Management, Norfolk, Virginia, United States, 23500
999 Waterside Dr, Norfolk, VA 23510, USA
Req #5464Friday, November 8, 2024Harbor Group Management Company is a multi-billion dollar real estate investment and property management firm. As we continue to grow, we are looking for passionate, goal oriented, creative individuals with an entrepreneurial spirit and great communication skills.
Harbor Group is dedicated to outstanding customer service and providing exquisite living experience for our residents.Application Support AnalystDescription of Role:The Applications Support Analyst serves as a subject matter expert, providing technical software support to corporate and property teams by addressing requests related to our Property Management operating systems, currently using MRI Software and Yardi. The ideal candidate should have strong skills in working with applications and systems, with the capability to analyze, diagnose, and resolve a variety of software issues, from basic to complex.ResponsibilitiesManage and resolve incoming customer support requests that may consist of application questions or problems in the areas of product functionality, troubleshooting, and bugs/enhancements. Follow up on problems on behalf of the user and communicate progress in a timely mannerMonitor and update help desk tickets in the ticket management system to track progress and resolution of customer issuesEngage with customers via phone, screen sharing, ticket system and email to provide response to inquiries, concerns, and requests related to the company’s systems and applicationsHandle multiple priorities and customer issues in a professional manner and being able to interpret, understand and effectively resolve the question/s that the customer is askingAct as a point of contact for phone calls, emails and Help Desk process, regarding IT software issues and e scalate unresolved calls/tickets to Applications Services Manager timelyNotify Applications Services Manager of any trends or concernsMaintain a high degree of customer service for all inquiries and adhere to all company SOP’s in ticket resolutionUser setup and configuration for various in-house software applicationsMRI or other PM Operating system setup and configurationAs needed
provide after hours and on-call supportWhere applicable develop and create process and procedure documentation, training materials, FAQs and Knowledge Base Articles for application support processesAssist with testing new software releasesInvolvement in other special projects as neededIT Infrastructure and Device Management duties do not applyEducation and Experience:RequiredHigh school diploma or general education degree (GED)Requirements:1-2 years’ experience in a customer support roleHelp Desk or call center service experience desiredSelf-motivated, organized with excellent interpersonal, verbal, written communication and troubleshooting skills due to variety of groups to be working with, such as co-workers, management, and customers, must be able to exchange accurate informationAbility to quickly learn complex business applications and apply this knowledge to assist end usersExperience researching problems, analyzing trends and distributing findingsDemonstrate complete professionalism while handling the inquiries or complaints of the clientsHighly motivated achiever who gains satisfaction from providing excellent customer serviceAbility to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the jobStrong knowledge of Microsoft based operating systems with emphasis on Windows and OfficeValid Driver’s LicenseMust be a team playerTelecommuting not availablePreferred :Working knowledge of any of the following PM operating systems preferred: MRI, Yardi, Entrata and OneSiteExperienced with industry-standard PropTech systems, including solutions for fraud detection and screening, payments, insurance, and more.SQL experience preferredWhat We Offer:Competitive Salaries & Bonuses401(k) Plan with Employer Matching ContributionsPaid Personal Time & HolidaysFlexible Spending AccountsFree Long-Term DisabilityFree Life InsuranceShort Term DisabilityHealth Savings Account with Employer ContributionsWellness PerksFinFit Health Finance ProgramEmployee Apartment DiscountEmployee Referral ProgramEmployee Recognition & AwardsEmployee Assistance ProgramVolunteer & Community Service OpportunitiesTuition ReimbursementVeteran FriendlyThis pre-employment application will be given every consideration, but its receipt does not imply that the applicant will be employed. Each question should be answered in a complete and accurate manner as no action can be taken on this application until all questions have been answered.
Harbor Group Management is proudly an Equal Opportunity Employer EOE/M/F/D/V. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.999 Waterside Dr, Norfolk, VA 23510, USA
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Req #5464Friday, November 8, 2024Harbor Group Management Company is a multi-billion dollar real estate investment and property management firm. As we continue to grow, we are looking for passionate, goal oriented, creative individuals with an entrepreneurial spirit and great communication skills.
Harbor Group is dedicated to outstanding customer service and providing exquisite living experience for our residents.Application Support AnalystDescription of Role:The Applications Support Analyst serves as a subject matter expert, providing technical software support to corporate and property teams by addressing requests related to our Property Management operating systems, currently using MRI Software and Yardi. The ideal candidate should have strong skills in working with applications and systems, with the capability to analyze, diagnose, and resolve a variety of software issues, from basic to complex.ResponsibilitiesManage and resolve incoming customer support requests that may consist of application questions or problems in the areas of product functionality, troubleshooting, and bugs/enhancements. Follow up on problems on behalf of the user and communicate progress in a timely mannerMonitor and update help desk tickets in the ticket management system to track progress and resolution of customer issuesEngage with customers via phone, screen sharing, ticket system and email to provide response to inquiries, concerns, and requests related to the company’s systems and applicationsHandle multiple priorities and customer issues in a professional manner and being able to interpret, understand and effectively resolve the question/s that the customer is askingAct as a point of contact for phone calls, emails and Help Desk process, regarding IT software issues and e scalate unresolved calls/tickets to Applications Services Manager timelyNotify Applications Services Manager of any trends or concernsMaintain a high degree of customer service for all inquiries and adhere to all company SOP’s in ticket resolutionUser setup and configuration for various in-house software applicationsMRI or other PM Operating system setup and configurationAs needed
provide after hours and on-call supportWhere applicable develop and create process and procedure documentation, training materials, FAQs and Knowledge Base Articles for application support processesAssist with testing new software releasesInvolvement in other special projects as neededIT Infrastructure and Device Management duties do not applyEducation and Experience:RequiredHigh school diploma or general education degree (GED)Requirements:1-2 years’ experience in a customer support roleHelp Desk or call center service experience desiredSelf-motivated, organized with excellent interpersonal, verbal, written communication and troubleshooting skills due to variety of groups to be working with, such as co-workers, management, and customers, must be able to exchange accurate informationAbility to quickly learn complex business applications and apply this knowledge to assist end usersExperience researching problems, analyzing trends and distributing findingsDemonstrate complete professionalism while handling the inquiries or complaints of the clientsHighly motivated achiever who gains satisfaction from providing excellent customer serviceAbility to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the jobStrong knowledge of Microsoft based operating systems with emphasis on Windows and OfficeValid Driver’s LicenseMust be a team playerTelecommuting not availablePreferred :Working knowledge of any of the following PM operating systems preferred: MRI, Yardi, Entrata and OneSiteExperienced with industry-standard PropTech systems, including solutions for fraud detection and screening, payments, insurance, and more.SQL experience preferredWhat We Offer:Competitive Salaries & Bonuses401(k) Plan with Employer Matching ContributionsPaid Personal Time & HolidaysFlexible Spending AccountsFree Long-Term DisabilityFree Life InsuranceShort Term DisabilityHealth Savings Account with Employer ContributionsWellness PerksFinFit Health Finance ProgramEmployee Apartment DiscountEmployee Referral ProgramEmployee Recognition & AwardsEmployee Assistance ProgramVolunteer & Community Service OpportunitiesTuition ReimbursementVeteran FriendlyThis pre-employment application will be given every consideration, but its receipt does not imply that the applicant will be employed. Each question should be answered in a complete and accurate manner as no action can be taken on this application until all questions have been answered.
Harbor Group Management is proudly an Equal Opportunity Employer EOE/M/F/D/V. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.999 Waterside Dr, Norfolk, VA 23510, USA
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