Support, Yardi Help Desk

Welltower - n/a, TX

Full-time - Entry Level

n/a, TX

Real Estate

About the position

The Support, Yardi Help Desk is an experienced and dynamic team player who will be on the front line of support for stakeholders using the Yardi Senior product suite. The ideal candidate possesses the ability to work cross-functionally to troubleshoot and resolve technical issues, answer stakeholder inquiries, and ensure requests are resolved timely and effectively. The Support, Help Desk will be required to work within a high demand, performance driven environment that focuses on implementing scalable solutions that are aligned with the company's overall business strategy.

Responsibilities

• Develops and leverages relationships with internal and external stakeholders to meet strategic business objectives
• Respond to inbound support requests related to the Yardi Senior product suite via help desk platform, phone, email, or chat
• Troubleshoot and resolve technical issues related to the platform, ensuring a high level of customer satisfaction
• Document, prioritize, and track all inquiries and issues in the help desk ticketing system (e.g., JIRA, ServiceNow, Zendesk)
• Ensure all tickets are followed up on, updated regularly, and resolved in a timely manner.
• Guides stakeholders through platform features, offer solutions to common problems, and provide training or advice to improve their use of the Yardi Senior product suite
• Stays up to date on new features and product updates within the Yardi Senior product suite to maintain a high level of technical knowledge and service excellence
• Strives to meet or exceed service level agreements (SLAs) for ticket resolution, response time, and customer satisfaction
• Collaborates with internal support teams to resolve challenges
• Understands and fosters cross-program and cross-functional dependencies to champion execution success and maximize value capture
• Develops regular and thorough status communications for senior leadership and stakeholders
• Anticipates and mitigates risks, dependencies, and impediments to facilitate resolutions

Requirements

• Ability to manage portfolios of work
• Solid understanding of project management and agile practices, with the ability to teach and coach others
• Keen ability to engage and work with different teams
• Strong interpersonal, conflict management, and communications skills
• Effective documentation and reporting skills
• At least 3 years of experience in help desk or customer service support roles, preferably within a SaaS or senior housing software environment
• Strong knowledge of the Yardi Senior product suite is highly preferred
• Experience with help desk platforms, ticketing systems, and customer relationship management tools (JIRA, ServiceNow, Zendesk)
• Basic troubleshooting skills with a solid understanding of web-based applications, SaaS products, and general IT systems
• Familiarity with property management software (Yardi) or experience in the senior housing industry is a plus
• Project Management and Technical Support experience

Nice-to-haves

• Relevant certifications (ITIL, Help Desk Management) are a plus
• Agile, Six Sigma, or PMP certification strongly preferred

Benefits

• Flexible schedule: Monday-Thursday in office, Friday's optional to work remote
• Competitive Base Salary + Annual Bonus
• Generous Paid Time Off and Holidays
• Employer-matching 401(k) Program + Profit Sharing Program
• Student Debt Program - we'll contribute up to $10,000 towards your student loans!
• Tuition Assistance Program
• Employee Stock Purchase Program - purchase shares at a 15% discount
• Comprehensive and progressive Medical/Dental/Vision options
• And much more!