Senior Property Management Software Support Specialist

Job Description

Overview

Built on its long and proven track record of real estate development, the firm’s investment approach is centered around its in-house general contracting expertise, enabling direct control of cost and delivery timeframe. For each project, Hillpointe directly controls land acquisition, land development, construction, procurement of building materials, asset management, and capital markets. This is more than just a job - it's a career-defining opportunity! At Hillpointe, you'll be part of a dynamic, innovative team that has tangible impacts on day-to-day operations and contributes directly to overall success.

The Sr. Software Support Specialist is a member of the Software Support and Centralized Operations team, serving as the primary point of contact for technical troubleshooting and system support across Hillpointe's core platforms, including Funnel CRM, Entrata, and other business-critical applications that support operations across the organization. This role ensures the seamless operation of leasing, application, and move-in workflows by providing technical support to prospects, onsite teams, regional teams, and internal departments. The Sr. Software Support Specialist mentors junior team members, resolves complex technical issues, and escalates system concerns when appropriate to ensure timely resolution. As a member of the Centralized Operations team, this position also provides cross-functional support to multiple departments as business needs require, helping maintain operational efficiency and a consistent customer experience.

This position reports to the Implementation and Training Manager.

Primarily works in a professional office environment, which may be onsite, hybrid or remote depending on business needs.

Extensive use of computers, telecommunication systems, and contact center technology platforms.

Regular participation in meetings, presentations, and virtual conferences

Work schedule is generally business‑hour based but may require extended hours, evenings, or weekends as needed to support operational demands, peak periods, or critical initiatives.

Occasional travel may be required for site visits, leadership meetings, or professional development.

Frequent interaction with employees, vendors, and internal departments in advisory capacity.

Responsibilities

Assist Technical
Support Specialist
Lead with training initiatives for Customer Care/Contact Center team and
Support associates on Funnel, Entrata, and Skillpointe systems and processes.
Mentor and provide day-to-day guidance to Support Specialists, serving as an escalation point for complex or unresolved tickets.
Resolve technical issues across CRM, PMS, and supplemental software access/troubleshooting.
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).

Qualifications

Ability to sit for extended periods of time while working at a computer or participating in meetings.
Frequent use of hands and fingers to operate a computer, keyboard, mouse, phone, and other office equipment.
Ability to communicate clearly and effectively verbally and in writing.
Ability to hear and speak sufficiently to participate in meetings, conference calls, and presentations.
Ability to view computer screens and read detailed reports, data, and documents for extended periods.
Occasional ability to stand, walk, bend, or reach within an office environment.
Ability to lift or move up to 15 pounds occasionally (e.g., laptops, documents, or office materials).
Ability to maintain focus, concentration, and decision‑making capacity in a fast‑paced, high‑volume operational environment.

Preferred Qualifications

2+ years of experience in software support, IT helpdesk, or property management system support (required).
Strong working knowledge of Funnel, Entrata, or similar CRM/PMS platforms (required).
Advanced troubleshooting and analytical skills, with the ability to identify root causes and systemic trends.
Excellent communication skills for both technical and non-technical audiences.
Ability to manage multiple tickets/issues simultaneously and prioritize effectively across a team.
Detail-oriented with strong documentation skills.
High school diploma or equivalent required; Associate's or Bachelor's degree preferred.

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About Company

Hillpointe is a fully integrated real estate development and investment management firm focused on developing market-rate workforce housing across the Sun Belt. Ranked at the top of NMHC's list of Builders and Developers, our team ensures best-in-class execution.

SENIOR SOFTWARE SUPPORT SPECIALIST