Share Email Opening Title Director of Onesite Software Support  About the Organization With a growing workforce of more than 600 team members, The Peabody Companies manages more than 14,650 units of residential housing. We offer property management, leasing, marketing, facility maintenance, accounting and finance, compliance, quality assurance, as well as sales and brokerage services. Our portfolio includes conventional and multi-family housing (single high-rise to scattered sites), senior communities, veteran's housing and supportive housing services. We are a management company that truly does it all, and we continue to grow. OUR VISION: We put the HOME in housing. OUR MISSION: To deliver exemplary service through: FISCAL responsibility to our clients; INTEGRITY in all aspects of our business practices; STABILITY for 45+ years of meeting our client's business needs; HUMILITY in relationships with clients, residents and employees and a commitment to always listen.   Description The Director of Onesite Software Support is an experienced property management professional and a Subject Matter Expert (SME) managing the RealPage Onesite Support team with broad experience in RealPage products and product support processes. The Director of Onesite Software Support directs Peabody’s Helpdesk and uses strong technical trouble-shooting skills, SME level experience and knowledge over multiple RealPage products and excellent communication skills at all levels of the organization including the corporate office. The Director operates independently and collaboratively, taking full ownership and an end-to-end solution accountability for all assigned issues, as well as provides guidance and direction for the department in responding to Help Desk requests.   PRIMARY RESPONSIBILITIES Oversees and mentors Peabody’s Onesite Support team staff. Holds regularly scheduled meetings to review support tickets, trends and team goals. Collaboratively and where necessary independently plans, delivers and manages quality support experience, while driving time solutions to all employees/customers. Provides support to Operations and Accounting for any month-end closing issues. Review/correct report discrepancies as needed. Partners with other Onesite Support Team members and other internal groups to develop strategic plans to ensure employees/customers have the best overall experience possible with Onesite Support. Manages real time solutions while setting and communicating realistic expectations that bolster and retain employee/customer confidence, satisfaction, and continuing relationships. Identifies any process, training, or product gaps and coordinates with Training and other internal teams to ensure identified gaps are reviewed, addressed and resolved. Troubleshoot and research problems to identify root cause and permanent corrective action measures. Be an independent, self-study in learning and achieving SME level proficiency on applicable RealPage products. Personally, documents all technical information and resolutions accurately and thoroughly, develop and review content for knowledgebase as appropriate. Oversees new RealPage product implementation projects in collaboration with department end-users. Participate in testing efforts related to new functionality, new modules, and upgrades to existing products. Participates in all property on-boarding as needed. Prepares annual RealPage budget. Review and approve annual and monthly RealPage invoices. Works with RealPage billing to resolve any discrepancies. Point of contract for partnership with RealPage to include contract renewal negotiations and meetings where required. Collaborates with Senior Leadership on the continued enhancement of the program. Perform additional duties as required.   REQUIRED KNOWLEDGE/SKILLS/ABILITIES 5+ years of experience in affordable housing compliance or affordable property management preferably working in onsite operations, diversified financial management, staff education and regulatory compliance. 5+ years’ experience with using Real Page Onesite Products. A working knowledge of the requirements of the LIHTC and HUD, MassHousing Section 8 or related subsidy programs. Thorough knowledge of Fair Housing Laws. Proficient or demonstrated competency in Realpage products and services is preferred. Must be able to effectively communicate with staff, internal departments, and management; strong verbal, written and interpersonal communication skills with a proven ability to coach and mentor others. Ability to take ownership of assigned opportunities and issues. Ability to recognize and escalate issues and risks as deemed necessary through the appropriate channels. Ability to address and resolve all issues utilizing the available resources in a timely and proficient manner. Persuasive, encouraging, motivating, and professional personality. Strong technical and troubleshooting skills (PCs and Internet computing). Must demonstrate ability to effectively multi-task, triage workflow requests, provide real-time assistance as needed. Proficient in MS Office applications (Word, Outlook, PowerPoint, and Excel). Proven ability to rapidly gain product knowledge and effectively communicate it to team members and customers. Ability to multi-task and deal with a variety of unrelated issues simultaneously. Flexible, detailed, and able to successfully accept and adapt to change.   COMPENSATION AND BENEFITS: Peabody Properties offers competitive pay along with a rich benefits package that includes, but is not limited to, medical, dental, 401(k), Short-Term Disability, life insurance, Employee Assistance Programs (EAP), paid time off, paid holidays, paid training, tuition reimbursement, wellness programs, employee referral bonuses, and flex spending.   EEO STATEMENT: Peabody Properties, Inc. is an Equal Opportunity Employer and is committed to workforce diversity. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. If you require a reasonable accommodation because of a disability for any part of the employment process, please e-mail our Talent Acquisition Manager and let us know the nature of your request and your contact information. Smoke-free workplace. Drug-free work environment.   Peabody Properties participates in E-Verify.   Position Requirements   Number of Openings 1   Category Administration   Full-Time/Part-Time Full-Time   Exempt/Non-Exempt Exempt   EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   This position is currently not accepting applications. 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