Software Support Specialist

Software Support Specialist

Location: Remote (Eastern or Central Time Zone)

At Hawthorne Residential Partners, we are looking to add a Software Support Specialist to our team. We are proud to be one of the top 50 largest multifamily management companies in the nation, headquartered in Greensboro, NC. Further, Hawthorne is ranked as #1 in online reputation performance out of all NMHC Top 50 Managers, currently holding the highest score of any division one management firm in the United States.

At the core of Hawthorne is our mission of “Leaving Others Better Than We Found Them” and our Live It culture. This role exists to consistently serve and support our onsite teams, ensuring they receive dependable, patient, and high-quality guidance as they navigate their daily systems and processes.

This position is best suited for someone who thrives on structure, routine, and consistency, and who takes pride in delivering the same high level of support day in and day out in a high-volume environment. This position is 60% internal customer service with an additional 40% focused on specific technical skills and support.

Essential Functions

Include, but are not limited to, the following:

• Serve as a primary support and guidance resource for onsite and corporate team members by responding to helpdesk tickets focused on usage questions, process clarification, and directing users to appropriate training resources.
• Manage a consistent, high volume of daily support tickets, regularly responding to recurring questions and requests.
• Provide clear, patient, and supportive guidance, frequently reinforcing standard workflows and best practices.
• Set up new user profiles and passwords.
• Deliver one-on-one support via phone or virtual meetings, often covering the same core processes and questions.
• Reinforce existing training materials by helping users locate, understand, and apply available resources.
• Support new property onboardings by assisting with access, setup, and transitions from prior management systems.
• Handle routine user setup and access requests.
• Maintain professionalism, focus, and service quality in a high-demand, repeat-driven support environment.
• Support new Yardi software version releases and implementation of new functionality by assisting with system testing and user transition support.
• Through support of system users, provide one-on-one training via phone or web meeting to improve their knowledge of the software.
• Order Knock and Screening Set Up during onboarding.
• Assist with converting onboarding properties from prior management software into Hawthorne Yardi environment.
• Provide technical assistance by responding to questions related to Yardi property management software and property operations through our helpdesk.
• Setting up Blue Moon license transfers and creating new accounts.
• May be required to deliver all levels of Yardi user training in both classroom and online environments.
• Install and support check scanners for each property as needed 

Skills, Knowledge & Abilities – Highly Preferred

• Strong customer service mindset with patience, empathy, and a desire to help others succeed.
• Comfortable performing repeatable, routine work with accuracy and consistency.
• Ability to remain calm and focused while managing a high volume of similar requests.
• Experience in ticket-based, service-oriented, or support roles.
• Prior onsite multifamily experience preferred, with an understanding of daily onsite operational pressures.
• Working knowledge of Yardi or similar property management systems.
• Clear, professional written and verbal communication skills.
• Strong time-management and prioritization abilities.
• Reliable, steady work style with attention to detail.

Additional Position Details

• Supervisory Responsibilities: None
• FLSA Status: Exempt
• Reports To: Director of Software Support
• Supports: Onsite and corporate team members
• Work Schedule: Monday–Friday, 8:00 AM–5:00 PM (hours may vary based on business needs)
• Travel: Occasional overnight travel for company events or training
• Overtime: Exempt; additional hours may be required as needed

Education & Experience

• High School diploma or GED required.
• College coursework or related business experience preferred.
• Prior onsite multifamily experience with working knowledge of property management systems preferred.

Hawthorne is an equal opportunity employer.