Description:
Job Overview:
As a Yardi Support Specialist, you will offer support for Yardi Voyager, related products, and third-party applications to the accounting and operations teams. Your responsibilities will include managing help desk tickets, analyzing ticket data, and advising clients on ways to enhance efficiency and optimize their use of the technology platform. Additionally, you will recommend training opportunities and new system functionalities as they become available.
You may also participate in special projects, including internal business process improvements. Your role is essential in ensuring clients have a seamless implementation experience and receive continuous support. This involves interacting with clients, gathering data, configuring and customizing features, setting objectives, and providing training.
Key Responsibilities:
- Oversee the ticket queue in the support ticketing system, ensuring that requests and solutions are properly documented. Additionally, create and maintain knowledge base articles.
- Provide support to clients in accordance with contracted Service Level Agreements (SLAs).
- Evaluate support requests to identify opportunities for clients to leverage technology and best practices to enhance efficiency and optimize technology platform.
- Develop content, ask insightful questions, and lead discussions to thoroughly understand clients' current and future needs, ensuring a high level of service. This involves gaining a detailed understanding of client goals, needs, and priorities.
- Escalate tickets to Director, Yardi Systems as necessary.
- Prepare documentation to support system administrative functions, procedures, and processes.
- Collaborate with team members and clients professionally, patiently, and supportively.
- Exhibit excellent time management skills to meet deadlines.
- Design and deliver training programs, including curriculum, agendas, and exercises. Demonstrate system features and ensure training meets or exceeds client expectations.
- Provide both onsite and offsite support to help clients fully utilize the system and maximize platform benefits.
- Lead professional and business meetings, whether in person, via web, or over the phone.
- Maintain strong, positive relationships with both internal teams and software vendors.
- Some travel may be required.
- Perform other related duties as assigned by management.
- This role does not involve direct supervisory responsibilities.
- Responsibilities are executed in line with the organization's policies.
- Duties include training, planning, prioritizing tasks, addressing complaints, and resolving issues.
Requirements:
Qualifications:
The ideal candidate for this role is a detail-oriented and results-driven professional who is committed to meeting client needs. They are equally skilled in resolving complex technical issues and engaging in client conversations, all while maintaining a high level of professionalism. In addition to these general attributes, the successful Yardi Support Specialist should possess the following qualifications:
- At least 2 years of experience with Yardi Systems software. (Voyager, Residential, RentCafe, CRM, Maintenance, Core financial)
- 1 to 2 years Finance/Accounting experience strongly desirable.
- Proven ability to teach processes and procedures effectively.
- Proficiency with Microsoft Office, Microsoft Teams, and Microsoft 365 is preferred.
- A bachelor's degree (BA) from a four-year college or university, or one to two years of related experience and/or training, or an equivalent combination of education and experience.
Skills:
- Exceptional Customer Service Skills
- Solution Oriented Approach
- Excellent Organizational Skills
- Ability to adapt and manage priorities
- Effective communication skills
- Conflict resolution experience
- Strong Team Collaboration
- Technical skills
At LURIN, we believe in supporting our team members with a comprehensive benefits package that promotes health, well-being, and work-life balance. Here's what you can expect:
- Medical, Dental, and Vision Insurance: Comprehensive coverage to keep you and your family healthy.
- 401(k) Plan: Competitive company match to help you plan for your future.
- Paid Time Off (PTO): Enjoy 22 days of PTO annually to recharge and take care of personal matters.
- Paid Holidays: 14 paid holidays throughout the year to celebrate and relax.
- Competitive Market Pay: We offer competitive salaries to ensure that your compensation reflects your skills and experience.
Join us and experience a work environment that values and invests in its people!
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