Support Specialist, Yardi Help Desk - Remote (US)

Company Overview

Welltower Inc. is a global leader in senior living and healthcare real estate, dedicated to creating thriving, purpose-driven communities by integrating housing, healthcare, and hospitality. Our culture is fast-paced, collaborative, and ambitious, motivated by the mantra: "The only easy day was yesterday." We empower team members to innovate, take ownership, and lead from their positions, contributing to the future of healthcare infrastructure.

Role Summary

We seek skilled and proactive professionals for our Yardi Help Desk team. This front-line support role involves assisting end-users of the Yardi Senior product suite by troubleshooting technical problems, responding to inquiries, and ensuring prompt, effective resolution of issues. The position requires collaboration across teams within a fast-paced, high-demand environment focused on scalable business-aligned solutions. Multiple openings are available for this role.

Key Responsibilities

• Build and maintain productive partnerships with internal and external stakeholders to advance strategic objectives.
• Handle incoming support requests related to the Yardi Senior suite through help desk platforms, phone, email, or chat.
• Diagnose and resolve technical problems with the platform, maintaining strong customer satisfaction.
• Record, prioritize, and track all tickets using systems such as JIRA, ServiceNow, or Zendesk.
• Ensure all tickets receive timely updates and resolution.
• Provide guidance on platform features and offer training or advice to enhance user experience.
• Keep current with new product features and updates for superior service delivery.
• Meet or surpass established service level agreements for response, resolution, and customer satisfaction.
• Collaborate effectively with internal support teams to overcome challenges.
• Recognize and manage cross-functional dependencies to maximize execution success and value.
• Deliver comprehensive and consistent status reports to senior leadership and stakeholders.
• Proactively identify and address risks, impediments, and dependencies to ensure smooth operations.

Additional Information

This description is not exhaustive and may be revised as necessary. The role involves some out-of-area and overnight travel related to specific projects.

Required Skills and Experience

• At least 3 years of experience in help desk or customer support, preferably in SaaS or senior housing software domains.
• In-depth familiarity with the Yardi Senior product suite is strongly preferred.
• Proficient with help desk and ticketing tools such as JIRA, ServiceNow, or Zendesk.
• Basic troubleshooting abilities pertaining to web applications, SaaS products, and IT systems.
• Experience with property management software or the senior housing sector is advantageous.
• Knowledge of project management and technical support principles.
• Strong interpersonal, communication, and conflict resolution skills.
• Effective documentation and reporting capabilities.
• Ability to manage multiple work portfolios and coach others in project and agile methodologies.

Educational and Certification Preferences

• Relevant IT certifications like ITIL or Help Desk Management are beneficial.
• Certifications in Agile, Six Sigma, or PMP are highly desirable.

Employment Conditions

Employment is contingent upon passing background checks, drug screening, and verification of credentials.

Compensation and Benefits

• Competitive base salary plus annual bonus.
• Generous paid time off and holidays.
• Employee stock purchase program with a 15% discount.
• 401(k) plan with employer matching and profit sharing.
• Student loan repayment assistance up to $10,000.
• Tuition reimbursement program.
• Comprehensive medical, dental, and vision benefits.
• Opportunities for professional development and growth.

About Welltower

Welltower Inc., an S&P 500 company, manages more than 1,500 senior and wellness housing communities across the US, UK, and Canada. Positioned at the intersection of housing, healthcare, and hospitality, we support physicians through outpatient medical facilities, delivering critical healthcare infrastructure. Our distinctive approach combines real estate expertise with a product-oriented mindset and a strong relationship-driven culture.

We prioritize capital allocation discipline, powered by advanced data science and a superior operating system, striving for sustained growth and shareholder value. Diversity and inclusion are core to our workforce and success. Welltower is an equal opportunity employer committed to equity across race, gender, sexual orientation, disability, and veteran status.