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

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

Competitive Base Salary + Annual Bonus
Generous Paid Time Off and Holidays
Employee Stock Purchase Program – purchase shares at a 15% discount
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
Comprehensive and progressive Medical/Dental/Vision options
Professional Growth
And much more!

Support, Yardi Help Desk – Yardi PropTech Experience Required

Key skills