Welltower™ Inc. (NYSE:WELL)

Support, Help Desk – Yardi Property Management Technical Experience Required

Welltower™ Inc. (NYSE:WELL)

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

Tech Stack

PMPServiceNow

About the role

  • 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

Requirements

  • At least 3 years of experience in help desk or customer service support roles, preferably within a SaaS or senior housing software environment
  • At least 1 year of Yardi product suite technical experience
  • 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
  • Relevant certifications (ITIL, Help Desk Management) are a plus
  • Agile, Six Sigma, or PMP certification strongly preferred
Benefits
  • Competitive Base Salary + Annual Bonus
  • Generous Paid Time Off and Holidays
  • Employee Stock Purchase Program – purchase shares at a 15% discount
  • Pension Scheme + Profit Sharing Program
  • Tuition Assistance Program
  • Comprehensive and progressive Medical/Dental/Vision options
  • Professional Growth And much more!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingticket resolutioncustomer supporttechnical supportweb-based applicationsSaaS productshelp desk supportcustomer relationship management
Soft skills
relationship buildingcustomer satisfactioncommunicationcollaborationproblem-solvingrisk mitigationstatus reporting
Certifications
ITILHelp Desk ManagementAgileSix SigmaPMP