Job Description
Job Description
Job Overview:
We are looking for a proactive liaison who bridges Operations and the Support team. The role focuses on triaging tickets to determine whether they stem from system functionality or from user‑training gaps, then turning the training‑related issues into clear documentation, how‑to guides, and training sessions while still providing day‑to‑day support.
PRIMARY RESPONSIBILITIES
- Ticket triage & classification– Review incoming tickets, quickly assess whether the root cause is a system configuration issue or a knowledge/training gap, and route them appropriately.
- Create training content– For tickets identified as training issues, develop step‑by‑step “how‑to” guides, quick‑reference sheets, and short video tutorials; keep the knowledge base current.
- Provide end‑user support – Continue to assist users directly with system questions, troubleshooting, and real‑time guidance as needed.
- Collaborate with cross‑functional teams– Work closely with Operations leaders, Support staff, and the RealPage administration team to ensure system settings, roles, and rights align with business needs.
- Identify and mitigate project risks– Spot potential process or system risks early and recommend mitigation strategies, escalating to senior leadership as appropriate.
- Communicate proactively– Keep stakeholders informed about tool updates, resource needs, and training opportunities, demonstrating accountability and self‑awareness.
- Manage and resolve issues communicated via the ticketing system, ensuring timely and effective resolution of software-related problems.
- Provide end-user support and training to maximize software utilization and effectiveness.
- Build familiarity with key software products used by the organization, with a strong preference for RealPage software experience.
- Communicate proactively regarding tools, resources, and support needed for success, demonstrating accountability and self-awareness.
QUALIFICATIONS
Required:
- 2+ years of experience designing comprehensive training materials and e-learning modules, including the delivery of interactive small-group training sessions.
- Strong analytical and problem‑solving skills to assess ticket content and determine root causes.
- Excellent written and verbal communication skills; ability to translate technical concepts into clear, user‑friendly documentation.
- Intermediate proficiency with RealPage software, including managing system settings, roles, and rights across multiple products.
Preferred:
- Bachelor’s degree in Business, Information Systems, or a related field, or equivalent work experience.
- Experience using ticketing systems for issue management and resolution
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- Excellent analytical and problem-solving skills to assess system functionality and identify improvement opportunities.
- Effective communication skills, with the ability to guide users and stakeholders through technical and non-technical discussions.
- Familiarity with process improvement techniques and tools is a plus.
- Proven ability to translate technical concepts into clear, actionable guidance for non- technical users.
- Adaptability to shifting priorities and willingness to take on additional administrative tasks when necessary.
- Ability to work independently, prioritize tasks, and meet deadlines in a fast‑paced environment.
- Knowledge of process‑improvement techniques is a plus.