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Support, Yardi Help Desk
Welltower™ Inc. (NYSE:WELL)Help Desk Support role handling technical support for the Yardi Senior product suite at Welltower. Collaborating with stakeholders and ensuring timely issue resolution in a fast-paced environment.
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- 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
What you’ll need- 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
- 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.
Benefits
Comp & perks- 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!
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingcustomer service supportproject managementtechnical supportagile practicesweb-based applicationsSaaS productsticketing systemsdocumentationreporting
Soft Skills
interpersonal skillsconflict managementcommunication skillsstakeholder engagementteam collaborationrisk mitigationproblem-solvingcustomer satisfaction focustrainingcoaching