Application Support Specialist

WPM is one of the region's premier real estate management companies. We are dedicated to professionalism and have been recognized as an Accredited Management Organization®.

We invest heavily in ongoing training and encourage continuing education and certification opportunities. This commitment to associate development is one of the many reasons we have been voted a Top Workplace by our Associates year after year.

We look for people who thrive on responsibility, have a passion for excellent customer service, and share an interest in growing their property management career. You'll be rewarded with a competitive salary, a benefits program which includes 401(K) with company match, and support for professional development.

What You'll Do

Provides first and second line technical support for the Entrata web-based application. This includes multi-site desk side and remote support for the WPM Multifamily Real Estate division, including Leasing Specialists, Service Supervisors and Technicians, Managers, and Accountants.

• Acts as primary point of contact for help desk tickets and phone calls from staff regarding application issues.
• Logs any incidents into the help desk system when it was not entered by the user.
• Escalates unresolved or system wide issues to respective application support vendors or to more senior Corporate IT team members.
• Takes ownership of user problems and follow up on the status of issues on behalf of the user.
• Communicates ticket resolution progress in a timely manner.
• Watches for patterns in which aspects of the software give users the most trouble; report to Tier 2 and Tier 3 support resources.
• Assist any in-house trainers on an as needed basis.
• Stays well-versed in new or changed functionality that affects WPM users/processes prior to new releases.
• Provides a high degree of customer service
• Adheres to all operating procedures and Company policies.
• Performs other duties as assigned in relation to the role.

What We're Looking For

• Presents a positive professional demeanor by encompassing WPM Brand Compass Values
• Demonstrated ability to learn and troubleshoot new software
• Communicate effectively, both written and verbally
• Enjoys working independently and on a team
• Exceptional customer service focus
• Must possess a valid driver's license and vehicle
• Outstanding demonstrated administrative skills

Qualifications

• Minimum high school diploma
• Bachelor's degree or equivalent experience preferred
• Minimum 4 years providing effective customer service, including remote support
• Prior experience with multi-family management and/or community association management companies is a plus

Physical & Environmental Conditions

• Position is hybrid with a mix of in office, remote and onsite scheduling based on business needs.
• Work requires no unusual demand for physical effort.
• Will be required to travel to all Company owned/managed locations in southern PA, Delaware, and Maryland on an as needed basis.
• Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting or training rooms, conference halls or commercial vehicles, e.g., use of safe workplace practices with office equipment, and/or avoidance of trips and falls, and observance of fire regulations.

The pay range for this role is:

$70,000-$75,000 annually