Software Support Technician I

Location: Remote/Virtual/Work from Home, USA

Why Management Computer Services

Management Computer Services (MCS) is a SaaS (Software as a Service) company that combines the best of both worlds. By serving our industry for 50+ years, we have established ourselves as a pioneer in affordable housing software, giving our employees confidence in both the security and longevity of MCS. At the same time, MCS is a family owned-and-operated business, which puts you in the heart of a dedicated and supportive team. Our goal is to ensure that as we evolve and grow as a business, so do our employees!? We do this by equipping our teams with advanced tools, training, and career opportunities. This, in turn, produces cutting-edge solutions, strategies, and support for our clients, allowing MCS to keep our spot as an industry leader in affordable housing software. We work in a collaborative, energetic, results-oriented environment that recognizes and rewards exceptional performance. Our goal is to ensure that as we evolve and grow as a business, so do you as an employee.

About the Role

As a Software Support Technician I, you are the face of MCS. Your voice is the first contact our clients will interact with when they request help with our PHA-Web software. It will be your primary responsibility to provide premium support to our clients by helping them navigate through the software, answering questions, and troubleshooting bugs. You will get full training on the software and use that expertise, along with your problem-solving skills, to ensure our customers are using our software to its full potential, while receiving top-tier support experience.  

1. Technical Support: Provide timely and accurate resolutions to customer support inquiries directly related to software issues or questions. Assist end-users in resolving technical problems related to PHA-Web software.
2. Troubleshooting: Work to reproduce, diagnose and troubleshoot software bugs and/or malfunctions. Collaborate with users to identify root causes and implement effective solutions.
3. Documentation: Maintain technical documentation and manuals, ensuring they are up to date. Document common issues, resolutions, and best practices for future reference.
4. Software Configuration: Assist users with software configuration, including preferences, settings, and customizations. Ensure optimal performance and usability.
5. Stay Current: Keep abreast of new technologies and trends in the industry and within our software. Stay informed about software updates, industry-wide changes and emerging best practices.
6. Client Satisfaction: Maintain a positive and professional phone manner when interacting with clients. Prioritize client satisfaction by addressing their needs promptly and effectively.
7. Industry Knowledge: Leverage prior experience in the public and affordable housing industry, if any, to better understand user requirements and context.
8. Collaboration: Work closely with other team members, developers, and stakeholders to improve software functionality and enhance the overall user experience.
9. Communication: Put an emphasis on maintaining clear and concise communication – both with internal colleagues and external clients – to ensure ideas and issues are relayed to proper departments and resolved in an efficient and effective manner.
10. Quality Assurance: Conduct thorough testing of software features, enhancements, and updates to ensure they function correctly for end-users. Execute test cases, identify defects, and collaborate with developers to address issues promptly. Validate that all aspects of the software meet quality standards and align with user expectations.

The anticipated annual salary for this role is $40,000 - $45,000 DOE.