Software Support Specialist (PTX2024-7031) - RealManage

Overview

CiraConnect provides world-class cloud-based software and on-demand “back-office” shared services (SaaS) for self-managed community associations, professional community association management companies and residential real estate developers servicing the needs of homeowner associations (HOAs), condominium associations, cooperatives, luxury high-rises, municipal utility districts and large master planned communities. CiraConnect maintains an in-house software development team that places a premium on integrated software solutions and business process automation as tools to enable our employees to better service our clients and increase their job satisfaction.CiraConnect is rapidly growing and has multiple exciting opportunities for accounting professionals to join our Accounts Receivable Services team in servicing client management companies and community associations. You will have the opportunity to perform in a technology driven environment using our internally developed world-class accounting and financial reporting software. Our large and growing Shared Services team provides opportunities for career advancement into accounting team management and other advanced positions.

CiraConnect is casting for a Sotware Support Specialist to add to our growing Support team! This group assists our customers among the CiraConnect Product Suite. As part of a growing team, you'll have an outstanding opportunity to mold and mesh your unique abilities with the collective team goals and impact the customer experience!

We're seeking a conscientious self-starter who enjoys showcasing multiple responsibility and thrives in a dynamic environment. You must be progressive and collaborative with a joy for problem-solving. This is an excellent opportunity to join a rapidly growing organization with a heart in technology and excellent service.

This is not a remote position

• Office location = Plano Texas

Responsibilities

We are seeking a highly skilled Software Support Specialist to join our dynamic and growing team. The Software Support Specialist will be responsible for providing technical support and assistance, resolving software-related issues and optimizing the use of our products. The ideal candidate will have a naturally curious and analytical mindset and take a systematic approach to proactively solving problems with exceptional communication and interpersonal skills. Preferred candidates also have experience working with Jira and performing analysis in Jira to drive improvements.

Responsibilities:

• Provide technical support and assistance to internal users experiencing application-related issues, inquiries, or challenges.
• Deliver solutions by identifying problems, researching answers, and guiding users through corrective steps.
• Utilize Jira to log, track, and manage support tickets, ensuring accurate documentation and resolution of reported issues.
• Serve as a subject matter expert on our products and solutions, providing education and guidance, explaining features and functionality of the software application.
• Collaborate with cross-functional teams to escalate and resolve complex issues.
• Develop and maintain knowledge base articles, troubleshooting guides, and documentation to assist customers and support team members.
• Contribute to process and procedure discussions and documentation.
• Perform analysis in Jira to identify trends, patterns, and root causes of recurring issues.
• Contribute to the development and maintenance of Jira dashboards, reports, and custom workflows to support business needs and objectives.

Additional responsibilities and projects as needed

Qualifications

• Required Skills and Qualifications:

  • Proven track record of providing exceptional customer service and support in a fast-paced, technology-based environment. Experience in environments such as helpdesk, desktop support, or general IT support.
  • Ability to troubleshoot and problem solve complex issues of a technical nature.
  • Proficiency with office productivity tools including Microsoft Office and Google Suite and an aptitude for learning new software and systems.
  • Excellent written and verbal communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences.
  • Ability to learn and work independently with minimal supervision, as well as collaboratively in a team environment.
  • Strong time-management skills and an ability to organize and prioritize multiple concurrent projects or assignments.
  • Strong analytical skills with the ability to analyze data, identify trends, and troubleshoot technical issues.

  Preferred Qualifications and Experience:

  • Bachelor’s degree in computer science, Information Technology, or related field.
  • Experience with software testing, quality assurance, or software development.
  • Experience creating knowledgebase, learning, and/or reference content and materials.
  • Experience in Jira administration, analysis, and support, preferably in a software or technology company.
  • Experience with Jira Query Language (JQL) for querying and filtering data, creating advanced searches, and generating custom reports.
  • Knowledge of scripting languages such as Python, Groovy, or JavaScript for automation and customization of Jira workflows and processes.

Pay and Benefits:

$50,000   to $60,000, depending on education and experience.

Benefits include:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life and Disability Insurance
• HSA (Required High Deductible Medical Plan to be eligible)
• FSA 
• Education Reimbursement 
• 401K matching 
• Employee Assistance Program (EAP)
• 9 paid Holidays