Property Management Software Support Specialist

Overview

Support technical issues for Funnel CRM, Entrata, and Skillpointe LMS.

Key Responsibilities

• access management
• ticket triage
• system troubleshooting
• data sync
• faq creation
• bug tracking

Tasks

The Software Support Specialist will serve as the primary point of contact for technical troubleshooting and system support across Hillpointe’s core platforms, including Funnel CRM, Entrata, and Skillpointe LMS. This role ensures smooth operations during the leasing and move-in process, supports prospects, onsite and regional teams with system issues, and provides timely resolution or escalation of technical problems. -Ensure proper permissions and access levels for team members; deactivate accounts for terminated employees. -Escalate persistent login failures to LMS vendor (Grace Hill/Skillpointe). -Troubleshoot payment and promo code issues, duplicate charges, and failed processing between Funnel and Entrata. -Provide monthly summaries of top recurring issues, trends, and recommended process improvements. -Maintain a support ticket log with issue, root cause, resolution, and escalation notes. -Reset or coordinate account access credentials as needed. -Serve as first line of support for property-specific Funnel issues reported by onsite teams. -Diagnose data sync errors (guest card not transferring, co-applicant not syncing, status stuck, duplicates created). -Manage document-related issues (missing forms, failed uploads, lease packet errors). -Resolve technical issues across Funnel, Entrata, and Skillpointe login access -Troubleshoot login and access issues for staff unable to access Skillpointe. -Monitor and resolve Funnel helpdesk tickets (e.g., phones not connecting, quotes not generating, guest card glitches, reporting bugs). -Create and maintain FAQs, troubleshooting guides, and quick-reference resources for onsite staff. -Resolve notification/communication issues (emails not delivered, duplicate reminders, SMS failures). -Track, document, and escalate recurring Funnel system bugs to vendor support as needed.

Requirements

• troubleshooting
• lms
• funnel
• entrata
• high school
• communication

What You Bring

-Strong troubleshooting and analytical skills. -Ability to manage multiple tickets/issues simultaneously and prioritize effectively. -Experience with Learning Management Systems (LMS), particularly login/access troubleshooting. -Experience with Funnel, Entrata, or similar CRM/PMS platforms (strongly preferred). -High school diploma or equivalent -Excellent communication skills for both technical and non-technical audiences. -Detail-oriented with strong documentation skills. -Prior experience in property management or property management system support required.

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About Hillpointe

-Founded with a focus on value-driven investment strategies and project management. -Specializes in real estate, infrastructure, and development projects across multiple sectors. -Track record of delivering residential and commercial developments, from conception to completion. -Focused on identifying and capitalizing on high-potential opportunities within the real estate market. -Known for leveraging deep industry expertise to drive exceptional project outcomes. -Has successfully managed projects in various stages, from acquisition and development to asset management.

Sector Specialisms