Support, Yardi Help Desk

🕒 6 days ago

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Welltower™ Inc. (NYSE:WELL)

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1970

🏠 Real Estate

🧘 Wellness

Real Estate • Wellness

Welltower™ Inc. (NYSE:WELL) is an S&P 500 real estate investment company focused on seniors and wellness housing across the United States, United Kingdom, and Canada. The company owns and operates a portfolio of over 2,000 seniors and wellness housing communities positioned at the intersection of housing and hospitality, emphasizing vibrant rental communities for older adults. Operating as an operating company within a real estate structure, Welltower leverages disciplined capital allocation, data science, and an end-to-end operating platform (the Welltower Business System) to drive long-term per-share growth and superior operating results.

📋 Description

• 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 • 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

🏖️ Benefits

• 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!