At a Glance
- Tasks: Provide top-notch support for Yardi Senior product users and troubleshoot technical issues.
- Company: Join Welltower, a leading wellness and healthcare infrastructure company.
- Benefits: Enjoy competitive salary, bonuses, generous PTO, and tuition assistance.
- Other info: Remote work with opportunities for professional growth and development.
- Why this job: Be part of a dynamic team making a real impact in senior housing.
- Qualifications: 3+ years in help desk roles; knowledge of Yardi products preferred.
The predicted salary is between 30000 - 40000 € per year.
SUMMARY
The Support, Yardi Help Desk is an experienced and dynamic team player who will be on the front line of support for stakeholders using the Yardi Senior product suite. The ideal candidate possesses the ability to work cross-functionally to troubleshoot and resolve technical issues, answer stakeholder inquiries, and ensure requests are resolved timely and effectively. The Support, Help Desk will be required to work within a high demand, performance driven environment that focuses on implementing scalable solutions that are aligned with the company’s overall business strategy.
KEY RESPONSIBILITIES
- 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.
- Guide stakeholders through platform features, offer solutions to common problems, and provide training or advice to improve their use of the Yardi Senior product suite.
- Stay 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.
- Strive to meet or exceed service level agreements (SLAs) for ticket resolution, response time, and customer satisfaction.
- Collaborate with internal support teams to resolve challenges.
- Understand and foster cross-program and cross-functional dependencies to champion execution success and maximize value capture.
- Develop regular and thorough status communications for senior leadership and stakeholders.
- Anticipate and mitigate risks, dependencies, and impediments to facilitate resolutions.
OTHER DUTIES
Please note this job description is not designed to provide a comprehensive listing of activities, duties, or responsibilities that are required of this role. Duties, responsibilities, and activities may change at any time with or without notice.
TRAVEL
Out-of-area and overnight travel should be expected as outlined in specific projects for which this role will engage.
MINIMUM REQUIREMENTS
Skills / Specialized Knowledge:
- 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.
Experience:
- 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.
Education:
- Relevant certifications (ITIL, Help Desk Management) are a plus.
- Agile, Six Sigma, or PMP certification strongly preferred.
Applicants must be able to pass a pre-employment drug screen.
WHAT WE OFFER
- Competitive Base Salary + Annual Bonus.
- Professional Growth.
- Generous Paid Time Off and Holidays.
- Pension Scheme + Profit Sharing Program.
- Tuition Assistance Program.
- Employee Stock Purchase Program – purchase shares at a 15% discount.
- Comprehensive and progressive Medical/Dental/Vision options.
- And much more!
ABOUT WELLTOWER
Welltower® Inc. (NYSE: WELL) an S&P 500 company, is the world's preeminent residential wellness and healthcare infrastructure company. Our portfolio of 1,500+ Seniors and Wellness Housing communities is positioned at the intersection of housing, healthcare, and hospitality, creating vibrant communities for mature renters and older adults in the United States, United Kingdom, and Canada. We also seek to support physicians in our Outpatient Medical buildings with the critical infrastructure needed to deliver quality care. Our real estate portfolio is unmatched, located in highly attractive micro-markets with stunning built environments. Yet, we are an unusual real estate organization as we view ourselves as a product company in a real estate wrapper driven by relationships and unconventional culture. Through our disciplined approach to capital allocation powered by our data science platform and superior operating results driven by the Welltower Business System, we aspire to deliver long-term compounding of per share growth and returns for our existing investors – our North Star. Welltower is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet #LI-REMOTE
Support, Help Desk - UK - REMOTE employer: Welltower Careers
Welltower Inc. is an exceptional employer that prioritises professional growth and employee satisfaction, offering a competitive salary, generous paid time off, and a comprehensive benefits package including tuition assistance and a profit-sharing programme. Our remote work culture fosters collaboration and innovation, allowing team members to thrive in a dynamic environment while contributing to meaningful projects that enhance the lives of seniors and their families. Join us to be part of a forward-thinking company that values diversity and invests in the development of its workforce.
StudySmarter Expert Advice🤫
We think this is how you could land Support, Help Desk - UK - REMOTE
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common help desk scenarios. Think about how you'd troubleshoot issues with the Yardi Senior product suite and be ready to share your thought process.
✨Tip Number 3
Show off your soft skills! During interviews, highlight your communication and conflict management abilities. These are key in a support role and can set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Support, Help Desk - UK - REMOTE
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with help desk support and the Yardi Senior product suite. We want to see how your skills align with what we’re looking for!
Show Off Your Communication Skills:Since this role involves a lot of interaction with stakeholders, it’s crucial to demonstrate your strong interpersonal and communication skills. Use clear and concise language in your application to reflect this.
Highlight Relevant Experience:Don’t forget to mention any previous roles in customer service or help desk environments, especially if you’ve worked with ticketing systems like JIRA or Zendesk. We love seeing that relevant experience!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Welltower Careers
✨Know Your Yardi Inside Out
Make sure you have a solid understanding of the Yardi Senior product suite. Familiarise yourself with its features and common issues users face. This will not only help you answer questions confidently but also demonstrate your commitment to providing excellent support.
✨Showcase Your Troubleshooting Skills
Prepare to discuss specific examples of how you've resolved technical issues in the past. Think about the steps you took, the tools you used, and how you communicated with stakeholders. This will highlight your problem-solving abilities and your experience in a high-demand environment.
✨Practice Your Communication
Since this role involves a lot of interaction with stakeholders, practice explaining complex technical concepts in simple terms. You might even want to role-play common scenarios with a friend to get comfortable with your responses and ensure clarity in your communication.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific situations, such as a frustrated user or a critical ticket that needs urgent attention. Think through your approach to prioritising tasks and managing conflicts, as this will show your ability to thrive in a performance-driven environment.
