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FirstService Residential · 1 day ago

Connect Coordinator

Canton, MA

Full-time

Onsite

Entry, Mid Level

$50K/yr - $55K/yr

FirstService Residential is a leading property management company that provides professional association management services across North America. The IT Systems Coordinator will be responsible for the utilization, training, support, and management of the Connect system, ensuring comprehensive system understanding and adoption among users.

Property ManagementReal Estate

Responsibilities

Schedule and facilitate Connect training sessions for new hires and existing staff as required, including setting up user profiles

Provide refresher training on specific features and modules by request

Manage and facilitate in-market Connect training to ensure comprehensive system understanding and adoption

Create, maintain, and distribute user guides for Connect, Connect Resident Portal, and mobile apps (including full system administrator guides, module-specific guides, and community navigation guides)

Field questions and provide further training and guidance to end users as needed

Support Connect Leads in other markets by providing coaching and answering questions

Troubleshoot and resolve integration issues with other platforms, including but not limited to WelcomeLink, Jenark, and Qualtrics

Research system issues and provide solutions where possible, or submit bug tickets for resolution by the National Team

Plan and implement local rollouts of new modules, system updates, and mobile apps

Maintain user access rights, system configurations, and ensure data integrity across platforms

Conduct User Acceptance Testing (UAT) for system enhancements, bug resolutions, and new/revised modules

Partner with Customer Care to drive improvements in info center quality and First Call Resolution metrics

Troubleshoot and escalate issues related to property managers’ concerns and operational incidents

Assisting in resolving Connect related tickets in Zendesk

Assist in resolving HODA escalations

Assist in reporting and analytics related to resident care products

Oversee the import of data from accounting systems to Connect for new properties

Collaborate with the National Team to submit enhancement requests and provide feedback for system improvements

Support the setup, maintenance, and optimization of modules and features within the Connect system

Participate in Board Meetings, Sales Meetings, and other relevant calls to demonstrate the platform and discuss its capabilities

Participate in regularly scheduled meetings, including Property Manager’s meetings, Office Manager’s meetings, and Connect Forum calls

Meet with Executive Leadership/Regional Directors to support Connect adoption and provide data-driven insights

Provide data and input to support executive decision-making and process improvements

Identify and correct concerns with processes and procedures, implementing necessary changes or providing suggestions for improvement

Work as a liaison between administrative teams and Connect support functions, ensuring smooth communication and operational alignment

Assist sales and marketing teams with the promotion and advertising of Connect capabilities, including the Resident Portal and mobile apps

Identify and implement process changes to assist with the success of HODA

Provide feedback to corporate IT support teams and contribute to special projects, product rollouts, and system enhancements

Distribute audit reports and analyze system usage with Supervisors and Regional Directors

Perform other tasks and responsibilities as assigned by management

Qualification

Connect system managementTechnical support troubleshootingData managementMicrosoft software proficiencyCustomer service experienceLeadership qualitiesProblem-solving skillsCommunication skillsOrganizational skills