Operations Support Associate
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Remote,
Operations Support Associate | Windsor Communities - Remote
DESCRIPTION:
As an Operations Support Associate, you will provide essential daily support to key business operations and platforms. In this role, you will collaborate closely with all Operations roles and departments to ensure processes and systems are running smoothly and efficiently. Your responsibilities include assisting with updates and enhancements to operational systems and processes, implementing configuration adjustments, assisting with workflow management, and maintaining up-to-date documentation and user training materials. You will support business operations by troubleshooting issues, identifying causes, and executing appropriate solutions with a thorough understanding of downstream impact. Additionally, you will perform a range of administrative tasks, all aimed at promoting seamless operation and excellent service within the company
As an Operations Support Associate, you will assist daily operations by supporting key business systems, project and program implementations, collaborating with teams, and troubleshooting issues to ensure smooth and efficient company operations.
The Operations Support Associate will embrace our company values of accountability, inclusiveness, energizing and courageousness.
RESPONSBILITIES:
- Comprehensive knowledge of existing operational systems, processes, their interdependencies, and mutual impacts.
- Contribute to the implementation of configuration changes or process enhancements supporting end-user workflows. Manage implementation of small to medium complex changes.
- Provide Tier I/II Help Desk support. Escalate advanced issues to appropriate team members and business owners.
- Commit to SLA response time and follow-up. Know how to identify and respond to urgent matters.
- Demonstrate strong customer service and communication skills by responding to inquiries with clarity, professionalism, and empathy, ensuring positive interactions with both internal and external stakeholders.
- Participate in the onboarding of new property acquisitions to company systems.
- Record and analyze functional incidents, as well as conduct root cause analysis and advise on solutions to prevent recurrence.
- Work with vendor support to monitor Tier I outsourced requests and ensure timely resolution.
- Monitor all escalated support requests with the appropriate vendor to ensure resolution meets contracted SLAs.
- Find and develop solutions and answers to users’ difficulties, determine the technical and operational feasibility of the solutions.
- Monitor and recommend improvements to software and business systems.
- Assist program and project teams during implementation by handling go-live tasks, monitoring pilot and rollout chats, and updating job aids, policies, procedures, and internal documentation.
- Maintain user confidence and protect operations by keeping information confidential.
- Contribute to the documentation of related policies and procedures, Job Aids, and User Guides.
- Prepare documentation to support system administrative functions, procedures and processes.
- Maintains professional and technical knowledge by attending educational workshops, reviewing publications; establishing professional networks; benchmarking state-of-the-art practices.
- Contributes to team effort by accomplishing related results as needed.
- Acquire comprehensive knowledge of systems and processes, serving as the Subject Matter Expert or Product Owner for an individual process or small to medium-sized product.
- Potential to cover time zones other than one's own to reach service level agreements across the portfolio.
- Lead meetings on systems and process related topics on an as needed basis.
- Travel to a property to conduct interviews or demonstrate functionality
- Participate in regional activities such as rallies, managers meetings and conferences.
- Other duties may be assigned.
REQUIREMENTS:
- Four-year college or university program certificate.
- 5+ years related multifamily operations experience.
- Experience with property management software and applications including Yardi, Funnel.
- Project management and change management skills.
- Experience working with operations systems and workflows.
- Experience supporting and troubleshooting application issues and working closely with business users on systems.
- Experience training and documentation of application training materials and operating procedures.
- Experience using tools to define and document system and business processes.
- Strong communication and interpersonal skills to work within a team environment.
- Creative thinking and problem solving.
- Takes initiative and is a self-starter.
- Can work and collaborate effectively remotely.
- Able to ramp-up quickly.
COMPENSATION:
- Compensation range is $75,000 - $85,000 annually plus 10% bonus. Our company considers a range of factors including education and experience when determining base compensation.
BENEFITS:
- This position is also eligible for bonus and benefits. For more information, visit: Benefits!
- 1 hour of paid sick and safe time for every 30 hours worked, 10 days of paid vacation time accrued bi-weekly, 6 weeks of paid parental leave, 10 paid holidays annually, and up to 3 floating days.
Windsor Communities provides training, mentoring, growth, and advancement opportunities for our valued associates. Start your Windsor career now!
Windsor Communities is dedicated to creating exceptional experiences for both residents and associates.
Join a growing organization that embodies our core values of “Accountable, Inclusive, Energizing and Courageous,”
Windsor's mission is to create communities where people feel truly cared for. Start your Windsor career now!
Windsor Property Management Company is an Equal Opportunity Employer.