Training and Support Specialist

Passco Companies, LLC; Irvine (CA); Remote; USD 60,000 - 75,000; Full time

Job summary

A leading company in multifamily real estate is seeking a Training and Support Specialist to enhance training programs and provide ongoing support. This role involves designing training, maintaining SOPs, and collaborating across teams to improve operational efficiency. The ideal candidate is organized, tech-savvy, and passionate about helping others succeed. The position can be remote with some travel required.

Benefits

Medical Insurance

Dental Insurance

Life Insurance

401(k)

Paid Vacation

Sick Leave

Qualifications

• 2+ years in training, customer support, or similar roles.
• Strong skills in SOP development and process documentation.

Responsibilities

• Design and deliver training programs for new hires and existing employees.
• Maintain SOPs for internal processes and workflows.

Skills

Communication

Organizational Skills

Project Management

Customer Support

Tools

Entrata

Zendesk

Microsoft Office Suite

Asana

Vimeo

Job description

Software Training and Support Specialist

Passco Companies, a multifamily real estate owner, seeks a highly motivated and skilled Training and Support Specialist to join our Shared Services Team. In this role, you will be responsible for designing, delivering, and enhancing training programs, providing ongoing support, and ensuring all Standard Operating Procedures (SOPs) are accurately documented, maintained, and followed across the organization.

The initial focus of training is Entrata, but it will expand to include additional software packages. You will be key in empowering users, driving operational excellence, and improving the team's efficiency.

The position reports to the Director of Software and Integrations, is part of the Shared Services Department, and can be remote with some travel to properties. You will support diverse users, including Passco staff (asset management, property staff, accounting, etc.) and staff from third-party managers, requiring excellent customer service across different corporate cultures.

This role also acts as a liaison between the shared services team, asset management, and site staff. The ideal candidate is highly organized, tech-savvy, and passionate about helping others learn and succeed.

Key Responsibilities

1. Training:
   • Design, develop, and deliver engaging training programs for new hires, existing employees, and leadership teams.
   • Partner with Shared Services and Asset Management to evaluate performance and provide targeted coaching or additional training.
   • Maintain an up-to-date training curriculum aligned with organizational goals.
   • Create and manage training materials (manuals, presentations, e-learning modules, etc.).
   • Conduct refresher training sessions to reinforce key knowledge and skills.
2. Support:
   • Provide support to the Shared Services Team by troubleshooting operational challenges and assisting with support tickets.
   • Collaborate with the Director of Software and Integrations on new software deployments and system changes, including creating deployment and training plans and managing deployment projects.
3. Standard Operating Procedures (SOP):
   • Develop and maintain comprehensive SOPs for internal processes and workflows, collaborating with asset management and accounting.
   • Ensure SOPs are clear, accurate, and up-to-date.
   • Conduct regular SOP audits for compliance and effectiveness.
   • Revise and improve procedures based on operational feedback.
   • Analyze training feedback and support ticket data to assess effectiveness and identify improvements.
   • Collaborate across departments to ensure alignment in training content and SOPs.
   • Research industry best practices and incorporate them into training and SOP development.

Experience

• 2+ years in training, customer support, or similar roles.
• Experience in multifamily operations.
• Strong skills in SOP development, process documentation, and compliance.
• Excellent communication, presentation, and interpersonal skills.
• Ability to work with diverse teams and adapt to various learning styles.
• Strong organizational and project management skills with attention to detail.
• Ability to prioritize in a dynamic environment.
• Passion for supporting others and fostering a learning culture.

Software Skills

• Strong knowledge of Entrata preferred; familiarity with other property management software is a plus.
• Experience with LMS platforms and basic data reporting.
• Proficiency with Zendesk or similar support platforms.
• Experience with Vimeo or similar video platforms.
• Knowledge of project management tools like Asana or Smartsheet.
• Comfort with virtual meeting tools (Zoom, Teams, Google Meet).
• Proficiency in Microsoft Office Suite and presentation software (PowerPoint, Canva).

Preferred Skills (not required)

• Instructional Design or Training Certification.
• Experience with e-learning tools and technologies.
• Knowledge of industry-specific regulations.
• Basic analytics skills (Excel, Google Sheets).

Passco offers comprehensive benefits including medical, dental, life insurance, 401(k), paid vacation, and sick leave.