SUMMARY
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.
KEY 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
OTHER DUTIES
Please note this job description is not designed to provide a comprehensive listing of activities, duties, or responsibilities that are required of this role. Duties, responsibilities, and activities may change at any time with or without notice.
TRAVEL
Out-of-area and overnight travel should be expected as outlined in specific projects for which this role will engage.
MINIMUM REQUIREMENTS
Skills / Specialized Knowledge:
- 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
Experience:
- 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
Education:
- Relevant certifications (ITIL, Help Desk Management) are a plus
- Agile, Six Sigma, or PMP certification strongly preferred
Applicants must be able to pass a pre-employment drug screen.
WHAT WE OFFER
- Competitive Base Salary + Annual Bonus
- Professional Growth
- Generous Paid Time Off and Holidays
- Pension Scheme + Profit Sharing Program
- Tuition Assistance Program
- Employee Stock Purchase Program – purchase shares at a 15% discount
- Comprehensive and progressive Medical/Dental/Vision options
- And much more! https://welltower.com/newsroom/careers/
ABOUT WELLTOWER
Welltower® Inc. (NYSE: WELL) an S&P 500 company, is the world's preeminent residential wellness and healthcare infrastructure company. Our portfolio of 1,500+ Seniors and Wellness Housing communities is positioned at the intersection of housing, healthcare, and hospitality, creating vibrant communities for mature renters and older adults in the United States, United Kingdom, and Canada. We also seek to support physicians in our Outpatient Medical buildings with the critical infrastructure needed to deliver quality care.
Our real estate portfolio is unmatched, located in highly attractive micro-markets with stunning built environments. Yet, we are an unusual real estate organization as we view ourselves as a product company in a real estate wrapper driven by relationships and unconventional culture.
Through our disciplined approach to capital allocation powered by our data science platform and superior operating results driven by the Welltower Business System, we aspire to deliver long-term compounding of per share growth and returns for our existing investors – our North Star.
Welltower is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet
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