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Support, Yardi Help Desk
Skills
Business Relationship ManagementCustomer SatisfactionCustomer ServiceHelp Desk SupportPortfolio ManagementProject ManagementTechnical Support
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- At least 3 years of help desk or customer service support experience preferably in SaaS or senior housing software
- Strong knowledge of the Yardi Senior product suite is highly preferred
- Experience with help desk platforms and ticketing systems such as JIRA ServiceNow or Zendesk
- Basic troubleshooting skills with understanding of web-based applications SaaS products and general IT systems
- Strong interpersonal conflict management and communications skills
- Effective documentation and reporting skills
- Ability to manage portfolios of work
- Solid understanding of project management and agile practices with ability to teach and coach others
- Project Management and Technical Support experience
Nice to have
- Cross-functional
- Customer-focused
- Detail-oriented
- Adaptable
- Collaborative
Day to day
- Responds to inbound support requests for the Yardi Senior product suite through help desk, phone, email, or chat channels
- Troubleshoots and resolves technical issues while maintaining a high level of customer satisfaction and timely follow-up
- Documents prioritizes and tracks inquiries in ticketing systems and guides stakeholders on platform features and best practices
- Collaborates cross-functionally and communicates status updates to senior leadership while managing risks dependencies and impediments