Client Support Specialist

Who We Are

Emphasys Software is the largest full-service provider to serve the public housing, housing finance, and redevelopment marketplace. Across our five divisions, we provide software that modernizes and streamlines complex processes for housing authorities, agencies, lenders, and governments in almost every state. Through our products and services, we help house roughly half of the families most in need within the United States.

Emphasys Housing Finance Agency (HFA) division provides products that support multi-family housing, single family loan portfolio management, and financial solutions.

Who We Need

Reporting to the Manager, Client Services, we are looking for a Multifamily Client Support Specialist to join us to streamline the allocation and compliance processes for programs like LIHTC - Section 42, HUD HOME, and most specific state housing programs.

As part of the HFA division, you will support clients and internal teams using our Multifamily suite of software products, including Funding App, Investment Management & Control, Compliance Monitoring, Audits and Inspections, Asset Management and various portals such as Developer Portal.  You will gain insights into business processes and provide training to instill confidence and create opportunities for further engagement with our products and services.

This is a remote position with the opportunity to work from anywhere in US or Canada. The flexibility to travel to our annual conference in Fort Lauderdale, as well as anywhere in the United States to attend one or two industry conferences across the United States and possibly one-to-two client on-site visits is required.

What’s In It For You

Impact and influence. You want to work for an organization providing and supporting technology with a purpose. The housing crisis in the US is rapidly growing, and Emphasys is building solutions and services to facilitate the work of Housing Finance agencies across the country. You will take ownership of impactful ongoing and project work, including supporting 15+ existing clients, supporting the onboarding of new clients, and assisting clients with the migration to a new platform. Every day, the work you do will make a difference helping our clients use the systems to be more efficient in their day-to-day work, along with building lasting and genuine connections with your clients.

Career development. We have ambitious goals, and we are investing in building future leaders who can take an idea and make things happen. We provide training, mentorship, and career planning. The rate at which we are scaling means limitless possibilities for anyone here now and joining us. You will work alongside a Client Services Manager and Product Manager who can offer you the guidance and advice you need to be successful and grow. Your next steps here may include a team lead role, as well as opportunities to move into people or product management within Emphasys or across into another business unit at Aquila.

What You Will Do:

You will be the key liaison between our customers and our internal teams, responsible for training, implementing and providing technical support to our HFA clients. You will:

• Grow expertise: You will leverage your domain knowledge to become a Subject Matter Expert (SME) on our Multifamily suite of products, the business problems they solve, and how our customers leverage its capabilities.
• Technical support: You will act as a single point of contact, working with urgency and empathy to understand, troubleshoot, and resolve issues. You will maintain system documentation and support the website.
• Collaborate: You will work closely with the Client Services Manager, Product Manager, and Development team to improve solutions and continue to meet the needs of our customers.
• Train: You will identify areas for knowledge sharing and create documentation, videos, and webinars to train new and existing clients on our software.
•  Consult: You will build relationships with customers to ensure satisfaction. You will ask intelligent questions and enhance your understanding of customer interaction with our products. You will identify gaps in knowledge and areas to increase engagement. You will add value by providing Multifamily professional services and guidance on product use.

What You Bring:

The experience: You have 3+ years of experience in multifamily housing and are knowledgeable in the allocation and compliance processes for programs like LIHTC - Section 42, HUD HOME, and most specific, state housing programs. While it is not required, extra consideration will be given to candidates who have either worked at a Housing Finance Agency (HFA) or closely with HFA’s. You have experience with software support, training, or implementation. Ideally, you have exposure to a helpdesk or ticketing system. You understand the urgency of systems issues and can rapidly respond to support requests, maintaining open communication and meeting service-level agreements.

The accountability: You are empathetic, customer-focused, and solutions-driven. You thrive in an autonomous role and can research and apply solutions. You work with a sense of urgency and hold yourself accountable for exceeding expectations and meeting deadlines.

The consulting skills: You have professional communication skills, including the ability to translate complex technical processes to a nontechnical audience. You can write easy-to-use documentation, and you are comfortable delivering training on-camera or in person. You can build and nurture trusting and influential relationships with customers and internal teams.

Why Join

Emphasys Software has been a part of Aquila, a subsidiary of Constellation Software Inc., since 2008 and a leader in providing software for the housing industry for over 20 years. Responsive to the needs of multiple markets, and acting as a thought partner to ensure success, Aquila invests in category-defining B2B/B2G software companies globally. We are a well-managed, profitable company that operates like a startup with the financial backing of a larger organization.

Emphasys brings together bright, talented people who aspire to excellence and share a commitment to upholding our mission: To be a company of outstanding people delivering vertical market software solutions through long-term partnerships with clients.

Our entrepreneurial culture, lean environment, and people come together to form a dynamic organization where purpose drives our growth. With the autonomy to be creative and curious, we collaborate and iterate to achieve real impact in the communities we support.

Apply Now

We encourage and appreciate candidates with diverse backgrounds and experiences. If you have 70% of the qualifications we seek and want to play an integral role in our success, please apply!

Emphasys Software promotes equal employment opportunities for all. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, marital status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs. We welcome and encourage applications from people with disabilities and accommodations are available on request.

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