Hillpointe needs a Software Support Specialist to ensure smooth operations of their core platforms (Funnel CRM, Entrata, Skillpointe LMS) by providing technical troubleshooting and system support, resolving issues during the leasing and move-in process, and supporting various teams with system problems.
Requirements
- Prior experience in software support, IT helpdesk, or property management system support (preferred but not required).
- Familiarity with Funnel, Entrata, or similar CRM/PMS platforms (strongly preferred).
- Experience with Learning Management Systems (LMS), particularly login/access troubleshooting.
- Strong troubleshooting and analytical skills.
- Ability to manage multiple tickets/issues simultaneously and prioritize effectively.
- Detail-oriented with strong documentation skills.
Responsibilities
- Resolve technical issues across Funnel, Entrata, and Skillpointe login access
- Troubleshoot payment and promo code issues, duplicate charges, and failed processing between Funnel and Entrata.
- Manage document-related issues (missing forms, failed uploads, lease packet errors).
- Diagnose data sync errors (guest card not transferring, co-applicant not syncing, status stuck, duplicates created).
- Resolve notification/communication issues (emails not delivered, duplicate reminders, SMS failures).
- Ensure proper permissions and access levels for team members; deactivate accounts for terminated employees.
- Monitor and resolve Funnel helpdesk tickets (e.g., phones not connecting, quotes not generating, guest card glitches, reporting bugs).
Other
- Serve as primary point of contact for technical troubleshooting and system support.
- Supports prospects, onsite and regional teams with system issues.
- Provides timely resolution or escalation of technical problems.
- Serve as first line of support for property-specific Funnel issues reported by onsite teams.
- Excellent communication skills for both technical and non-technical audiences.
