Job Description:

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

• 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! https://welltower.com/newsroom/careers/
  

ABOUT WELLTOWER

Welltower, an S&P 500 company headquartered in Toledo, Ohio, is driving the transformation of health care infrastructure. The Company invests with leading seniors housing operators, post-acute providers and health systems to fund the real estate and infrastructure needed to scale innovative care delivery models and improve people's wellness and overall health care experience. Welltower, a real estate investment trust ("REIT"), owns interests in properties concentrated in major, high-growth markets in the United States, Canada and the United Kingdom, consisting of seniors housing, post-acute communities and outpatient medical properties. More information is available at www.welltower.com

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/Veteran

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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