Support Help Desk

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Cultivates and utilizes relationships with both internal and external stakeholders to achieve strategic business goals.

• Addresses incoming support queries related to the Yardi Senior product suite through help desk platforms, phone, email, or chat.

• Diagnoses and resolves technical issues associated with the platform, ensuring a high level of customer satisfaction.

• Records, prioritizes, and monitors all inquiries and issues within the help desk ticketing system (e.g., JIRA, ServiceNow, Zendesk).

• Ensures timely follow-up, regular updates, and resolution of all tickets.

• Guides stakeholders through platform features, providing solutions to common issues, and offering training or advice to enhance their use of the Yardi Senior product suite.

• Remains informed about new features and product updates within the Yardi Senior product suite to uphold a high standard of technical knowledge and service excellence.

• Aims to meet or exceed service level agreements (SLAs) for ticket resolution, response time, and customer satisfaction.

• Works collaboratively with internal support teams to address challenges.

• Recognizes and nurtures cross-program and cross-functional dependencies to promote successful execution and maximize value capture.

• Produces regular and comprehensive status reports for senior leadership and stakeholders.

• Proactively identifies and mitigates risks, dependencies, and obstacles to facilitate resolutions.

⛳️ Requirements

• Minimum of 3 years of experience in help desk or customer service support roles, ideally within a SaaS or senior housing software context.

• Strong familiarity with the Yardi Senior product suite is highly desirable.

• Experience with help desk platforms, ticketing systems, and customer relationship management tools (JIRA, ServiceNow, Zendesk).

• Basic troubleshooting capabilities with a solid grasp of web-based applications, SaaS products, and general IT systems.

• Knowledge of property management software (Yardi) or experience in the senior housing sector is advantageous.

• Experience in Project Management and Technical Support.

• Relevant certifications (ITIL, Help Desk Management) are beneficial.

• Agile, Six Sigma, or PMP certification is strongly preferred.

• Candidates must be able to pass a pre-employment drug screening.

🏝️ Benefits

• Competitive Base Salary + Annual Bonus.

• Opportunities for Professional Growth.

• Generous Paid Time Off and Holidays.

• Pension Plan + Profit Sharing Program.

• Tuition Assistance Program.

• Employee Stock Purchase Program – acquire shares at a 15% discount.

• Comprehensive and progressive Medical/Dental/Vision options.

• And much more!