Support, Help Desk - UK - REMOTE
Support, Help Desk - UK - REMOTE

Support, Help Desk - UK - REMOTE

Full-Time 36000 - 60000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Join our dynamic team to support users of the Yardi Senior product suite.
  • Company: Welltower is a leading wellness and healthcare infrastructure company with a vibrant culture.
  • Benefits: Enjoy competitive salary, generous PTO, tuition assistance, and employee stock purchase options.
  • Why this job: Be part of a mission-driven company that values innovation and community impact.
  • Qualifications: 3+ years in help desk roles; familiarity with Yardi software preferred.
  • Other info: Remote work opportunity with potential travel for specific projects.

The predicted salary is between 36000 - 60000 £ per year.

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.
  • Guides stakeholders through platform features, offers solutions to common problems, and provides 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.

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.

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.

Support, Help Desk - UK - REMOTE employer: Welltower

Welltower Inc. is an exceptional employer that prioritises employee growth and satisfaction, offering a competitive salary, generous paid time off, and a comprehensive benefits package including tuition assistance and a stock purchase program. Our dynamic work culture fosters collaboration and innovation, allowing team members to thrive in a supportive environment while contributing to meaningful projects that enhance the lives of seniors across the UK and beyond.
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Contact Detail:

Welltower Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Support, Help Desk - UK - REMOTE

✨Tip Number 1

Familiarise yourself with the Yardi Senior product suite before applying. Understanding its features and common issues will help you stand out during interviews, as you'll be able to demonstrate your knowledge and readiness to assist stakeholders effectively.

✨Tip Number 2

Network with current or former employees of Welltower or those in similar roles. They can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews or discussions.

✨Tip Number 3

Brush up on your customer service skills, especially in a tech support context. Be prepared to discuss specific examples of how you've resolved technical issues or improved customer satisfaction in previous roles.

✨Tip Number 4

Stay updated on industry trends related to SaaS and senior housing software. Being knowledgeable about the latest developments can give you an edge in conversations and show your commitment to the field.

We think you need these skills to ace Support, Help Desk - UK - REMOTE

Customer Service Skills
Technical Troubleshooting
Knowledge of Yardi Senior Product Suite
Help Desk Software Proficiency (JIRA, ServiceNow, Zendesk)
Strong Communication Skills
Interpersonal Skills
Conflict Management
Documentation and Reporting Skills
Project Management Knowledge
Agile Practices Understanding
Time Management
Ability to Work Cross-Functionally
Risk Mitigation Skills
Adaptability in High-Demand Environments

Some tips for your application 🫡

Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Support, Help Desk position. Tailor your application to highlight relevant experience in help desk support, particularly with the Yardi Senior product suite.

Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in customer service or help desk roles. Mention any specific tools you've used, such as JIRA, ServiceNow, or Zendesk, and provide examples of how you've successfully resolved technical issues.

Showcase Your Skills: Make sure to showcase your interpersonal, conflict management, and communication skills in your application. Provide examples of how you've engaged with stakeholders and worked cross-functionally to achieve business objectives.

Tailor Your Cover Letter: Craft a personalised cover letter that addresses the key responsibilities outlined in the job description. Discuss your familiarity with SaaS products and property management software, and express your enthusiasm for contributing to Welltower's mission.

How to prepare for a job interview at Welltower

✨Know Your Yardi Senior Product Suite

Familiarise yourself with the Yardi Senior product suite before the interview. Understand its features, common issues users face, and how to troubleshoot them. This knowledge will demonstrate your commitment and readiness for the role.

✨Showcase Your Customer Service Skills

Prepare examples from your past experiences that highlight your customer service skills. Be ready to discuss how you've resolved conflicts, managed difficult situations, and ensured customer satisfaction in previous roles.

✨Demonstrate Your Technical Proficiency

Be prepared to discuss your experience with help desk platforms and ticketing systems like JIRA, ServiceNow, or Zendesk. Highlight any technical troubleshooting skills you possess, especially related to web-based applications and SaaS products.

✨Emphasise Collaboration and Communication

Since the role requires working cross-functionally, be ready to talk about your teamwork experiences. Share how you've collaborated with different teams to achieve common goals and how you communicate effectively with stakeholders.

Support, Help Desk - UK - REMOTE
Welltower

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