Service Desk Associate - Atlanta, GA

Cortland; Atlanta (GA); On-site; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Service Desk Associate, where your customer service and problem-solving skills will shine. In this role, you'll implement and support a software platform, assist users, and streamline processes across communities and corporate offices. This innovative firm values outside perspectives and offers tools to enhance your career. If you thrive in a dynamic environment and enjoy helping others, this position is your chance to make a significant impact while contributing to a mission of excellence in real estate. Embrace the opportunity to grow and succeed with us!

Qualifications

• 6-12 months of helpdesk experience or property management software experience preferred.
• Strong organizational, customer service, and computer skills are essential.

Responsibilities

• Provide support via phone and internet for property operating system software.
• Analyze and troubleshoot escalated issues, ensuring timely resolution.

Skills

Customer Service Skills

Problem-Solving Skills

Analytical Skills

Time Management

Communication Skills

Organizational Skills

Education

High School Diploma or GED

Tools

Helpdesk Software

Microsoft Office Suite

Job description

Intro

At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in multifamily, our high performance continues to drive exponential growth – and we invite you to join us on our journey towards real estate excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.

Job Overview

As a Service Desk Associate, you are responsible for implementing and supporting Cortland’s software platform and resolving user issues for associates at both our communities and our corporate offices.

Roles You Will Play

The Helping Hand

1. Provide comprehensive support via telephone and internet to end users for problems or questions related to property operating system (POS) software products.
2. Help with the development of end user instructions for the implementation of upgrades or updates.
3. Utilize helpdesk software to track technology support needs, capture problems and solutions for reference, and identify future training needs.
4. Analyze aggregate of support issues and needs to identify opportunities to improve processes and create efficiencies.

The Problem-Solver

1. Review and analyze management reports for accuracy as needed; research to determine where data or report issue is occurring and provide detailed information to applicable second-tier support for property resolution.
2. Analyze, troubleshoot, and prioritize escalated issues; escalate issues to appropriate department for support as necessary.
3. Identify, research, and resolve applications problems and ensure technical issues are correctly escalated to IT service provider.

The Setup Guru

1. Support the setup of new properties in all multifamily applications.
2. Administer users and setup of systems to meet the operating requirements of Cortland.
3. Assist with the testing and evaluation of new software, systems, and applications; provide feedback from an end user’s point of view to ensure easy usability once implemented.

The Impact You Can Make

1. Helping people is what you love to do, and your amazing customer service skills allow you to assist anyone who reaches out to you.
2. Technical problems have met their match with you – your problem-solving prowess can tackle any issues!
3. Setups have never been easier or smoother, and any bugs are quickly remedied.

Building Blocks of Success

1. Minimum of 6-12 months of previous Helpdesk experience and/or hands-on property management/accounting software systems experience; experience in the multifamily industry is preferred.
2. High school diploma or GED.
3. Strong organizational, customer service, and computer skills.
4. Ability to approach problems both logically and creatively with a high attention to detail.
5. Strong verbal and written communication skills; stellar interpersonal skills.
6. Ability to meet deadlines and perform multiple assignments without immediate supervision.
7. Strong analytical, critical thinking, time management, and problem-solving skills.
8. Proficiency in Microsoft Office Suite applications.

Outro

At Cortland, we create, reimagine, and manage apartment communities for residents nationwide. Headquartered in Atlanta, GA, we have communities and regional offices all over the country, as well as overseas. From product design and procurement to general contracting and property management, we do it all – to make sure our communities are the perfect setting for living life to its fullest.

Our success is fueled by our belief in a better life – where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people – possibilities that translate into superior living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.

Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email [e-mail] or call 404.965.3988. Cortland is a drug-free workplace. Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.