> Markdown version of [/jobs/ext/1218713-senior-software-support-specialist](https://www.wearedevelopers.com/jobs/ext/1218713-senior-software-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Software Support Specialist - **Company:** HILLPOINTE, LLC - **Location:** Maitland, FL, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Customer Interaction Management (Software), Data Synchronization, Desktop Computing, Issue Tracking Systems, Software Engineering - **Published:** July 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=9dbcf5bb24e7d55a ## About the Role * 2+ years of experience in software support, IT helpdesk, or property management system support (required). * Strong working knowledge of Funnel, Entrata, or similar CRM/PMS platforms (required). * Advanced troubleshooting and analytical skills, with the ability to identify root causes and systemic trends. * Excellent communication skills for both technical and non-technical audiences. * Demonstrated ability to assist with training content * Ability to manage multiple tickets/issues simultaneously and prioritize effectively across a team. * Detail-oriented with strong documentation skills. * High school diploma or equivalent required; Associate's or Bachelor's degree preferred. Physical Requirements: * Ability to sit for extended periods of time while working at a computer or participating in meetings. * Frequent use of hands and fingers to operate a computer, keyboard, mouse, phone, and other office equipment. * Ability to communicate clearly and effectively verbally and in writing. * Ability to hear and speak sufficiently to participate in meetings, conference calls, and presentations. * Ability to view computer screens and read detailed reports, data, and documents for extended periods. * Occasional ability to stand, walk, bend, or reach within an office environment. * Ability to lift or move up to 15 pounds occasionally (e.g., laptops, documents, or office materials). * Ability to maintain focus, concentration, and decision-making capacity in a fast-paced, high-volume operational environment. ## Description * Assist Technical Support Specialist Lead with training initiatives for Customer Care/Contact Center team and Support associates on Funnel, Entrata, and Skillpointe systems and processes. * Mentor and provide day-to-day guidance to Support Specialists, serving as an escalation point for complex or unresolved tickets. * Resolve technical issues across CRM, PMS, and supplemental software access/troubleshooting. * Troubleshoot payment and promo code issues, duplicate charges, and failed processing between Funnel and Entrata. * Manage document-related issues (missing forms, failed uploads, lease packet errors). * Diagnose data sync errors (guest card not transferring, co-applicant not syncing, status stuck, duplicates created). * Resolve notification/communication issues (emails not delivered, duplicate reminders, SMS failures). * Ensure proper permissions and access levels for team members; deactivate accounts for terminated employees. * Monitor and resolve Funnel helpdesk tickets (e.g., phones not connecting, quotes not generating, guest card glitches, reporting bugs). * Serve as first line of support for property-specific Funnel issues reported by onsite teams. * Track, document, and escalate recurring Funnel system bugs to vendor support as needed. * Reset or coordinate account access credentials as needed. * Escalate persistent login failures to Vendors, run support tickets as needed * Maintain a support ticket log with issue, root cause, resolution, and escalation notes. * Create and maintain FAQs, troubleshooting guides, and quick-reference resources for onsite staff and the training curriculum. * Partner with direct manager/team lead to track ongoing CRM/PMS software issues, * Primarily works in a professional office environment, which may be onsite, hybrid or remote depending on business needs. * Extensive use of computers, telecommunication systems, and contact center technology platforms. * Regular participation in meetings, presentations, and virtual conferences * Work schedule is generally business-hour based but may require extended hours, evenings, or weekends as needed to support operational demands, peak periods, or critical initiatives. * Occasional travel may be required for site visits, leadership meetings, or professional development. * Frequent interaction with employees, vendors, and internal departments in advisory capacity. ## Related Videos - [Challenges for omnichannel applications at ALDI: Data distribution and offline capabilities](https://www.wearedevelopers.com/videos/747-challenges-for-omnichannel-applications-at-aldi-data-distribution-and-offline-capabilities) - [WebAssembly Revolution: Elevating JavaScript's Reach and Performance](https://www.wearedevelopers.com/videos/1149-webassembly-revolution-elevating-javascript-s-reach-and-performance) - [The Avengers Initiative (Practical Ethics for Software Engineers)](https://www.wearedevelopers.com/videos/2070-the-avengers-initiative-practical-ethics-for-software-engineers) - [CountrPT: Startup Product Presentation](https://www.wearedevelopers.com/videos/1161-countrpt-startup-product-presentation) - [Official Opening of WeAreDevelopers World Congress 2026](https://www.wearedevelopers.com/videos/100000-official-opening-of-wearedevelopers-world-congress-2026) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) ## Related Articles - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Should senior developers refuse interview coding challenges?](https://www.wearedevelopers.com/magazine/29-should-senior-developers-refuse-interview-coding-challenges) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume)