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Cortland Service Desk Support Associate - Atlanta, GA or Charlotte, NC in Charlotte, North Carolina

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.

As a Service Desk Support Associate, you are responsible for receiving and processing all technology-related requests and resolving user issues across the enterprise.

The Helping Hand

  • Assist with the development of end user instructions and how-to guides for the implementation of upgrades, updates, and new system rollouts

  • Utilize Helpdesk software to track support needs, capture problems and solutions for reference, and identify future training needs

  • Serve as the main point of contact for end users needing assistance with property operating software (POS) issues or how-to questions

  • Work with your peers and managers to build a best-in-class service desk

  • Keep accurate notes of user and application issues as well as the steps taken to resolve them within our ticketing system

The Support Guru

  • Categorize, prioritize, and escalate requests as required

  • Serve as the first line of communication to end users

  • Support the operations of communities using multifamily software applications

  • Set up and provision user access to business applications to meet the operating requirements of Cortland

The Problem-Solver

  • Analyze, troubleshoot, and prioritize support issues

  • Identify, research, and resolve applications problems and ensure technical issues are correctly escalated to the appropriate Tier II support group

  • 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

  • Provide comprehensive Helpdesk support via telephone and internet to end users for problems or questions

  • Recognize common technical issues, know how to research others, and know when to escalate

The Impact You Can Make

  • Helping people is what you love to do, and your amazing customer service skills allow you to assist anyone who reaches out to you.

  • Technical problems have met their match with you – your problem-solving prowess can tackle any issues!

  • Setups have never been easier or smoother, and all technical glitches and bugs are quickly remedied.

  • Strong 1-3+ years of previous property management experience with a strong grasp of POS (property operating software), including accounting software systems and Helpdesk experience

  • Proficiency in Onesite and other RealPage property management applications strongly preferred

  • High school diploma or GED

  • Excellent verbal and written communication skills

  • Strong interpersonal and customer service skills; stellar organizational and computer skills

  • Ability to approach problems both logically and creatively with a high attention to detail

  • Capability to meet deadlines and perform multiple assignments without immediate supervision

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 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.

Requisition ID: 2023-9321

Street: 101 S Tryon St

Group: Community Group