ManageAmerica | Property Management Software

Customer Support

• Initial point of contact for customers seeking assistance through ManageAmerica’s online SupportDesk.
• Know the triage process inside and out, including but not limited to, prioritizing and managing the queue to ensure a timely resolution.
• Attend all team meetings and stand-ups.
• Properly escalate complex issues to higher-level support/SMEs.
• Communicate effectively with other support tiers or departments to facilitate issue resolution.
• Respond to incoming support requests via Salesforce and utilize email and phone when necessary.
• Create and manage support tickets to track and document issues.
• Utilize the knowledge base whenever possible to provide users with relevant information.
• Assist with the knowledgebase articles by ensuring that documentation is up to date and missing content is reported accordingly.
• Keep up to date with new modules and software features as they are deployed.
• Attend and engage in regular meetings.
• Respond to internal and external emails.
• Be prepared to regularly correspond via our Microsoft Teams support channel to communicate in real time with your colleagues.

Customer Support Representative