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
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Welltower Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Welltower Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support, Help Desk - UK - REMOTE
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Welltower Careers:Your cover letter is your chance to shine! Tell us why you want to work at Welltower Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Welltower Careers!
How to prepare for a job interview at Welltower Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
