Yardi Support Analyst

33Floors•Charlotte, NC

2d•$50,000

About The Position

We are looking for a strong candidate to join our team as someone who provides first-level support to clients and internal users at all levels who are experiencing difficulties with the company’s Property Management Accounting System and associated web-based applications. This position provides assistance to employees and clients globally, primarily via phone, email, and Teams meetings. The nature of the assistance may vary but is beyond that of a typical help desk agent, and may include software setup, data import, user account creation, hardware and software troubleshooting, and triaging issues outside of their area of knowledge to the appropriate technical levels.

Requirements

Bachelor’s or Associate's degree in Computer Science or related field or equivalent
Minimum of one (1) year of support or help desk experience
Minimum of one (1) year of computer operations or related experience required
Advanced Microsoft Excel skills required
Strong customer service orientation aptitude is essential
Strong knowledge of computer software and programs (Excel, GSuite, and others)
Excellent verbal and written communication skills required
Must demonstrate a genuine enthusiasm for learning and professional growth. A strong desire and commitment to continuous learning are essential to this role.
Flexibility to work outside standard business hours, including occasional evening shifts (e.g., 9 PM EST), as needed

Nice To Haves

SQL knowledge a plus
Knowledge of Commercial and/or Residential Property Management or Accounting Systems preferred
Previous experience in an on-site property management role is considered a plus.
In addition to the technical skills and experience listed above, the ideal candidate for this position would be a self-motivated individual who demonstrates attention to detail, a passion for problem-solving and customer service, and is capable of overcoming obstacles. Must enjoy working in a fast-paced, dynamic team environment.

Responsibilities

Provide first-level response to incoming support tickets.
Troubleshoot common application issues specifically for Commercial and Residential Property Management Systems (Yardi).
Log requests from end users and track them through the HelpDesk system for resolution
Regularly contribute to and update a knowledge base system.
Utilize self-service technical support tools for clients and end users, such as RACIs, FAQ's, live chat, knowledge base, manuals, etc.
User walk-through of set-ups
Follow up with users to ensure that the issue has been resolved
Escalate complex or unresolved issues to internal SMEs or higher-tier support as needed.
Adhere to client policies, procedures, and processes in all support activities.
Participate in UAT (User Acceptance Testing) on new features and functionality as part of regular release cycles
Support team members as required
Maintain accurate time records for all support activities for client billing purposes.
Perform special assignments as requested by Manager