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Job Description

Yardi and System Support Specialist

  The Yardi and System Support Specialist will provide user support for Yardi software and any integrated applications, including case management, troubleshooting, and training to resolve support issues submitted.  The Yardi and System Support Specialist will also oversee the implementation of upgrades and enhancements of the software.  The Yardi and System Support Specialist will be involved in organizing, building, and facilitating Yardi training for new team members and ongoing team member training. The Yardi and Systems Support Specialist will work closely with the Executive Team, Property and Regional Managers, and Department heads. Job Duties Ø  Ensure on-site team members comply with Yardi, Rent Café, and CRM process and procedures and provide training on an as-needed basis. Ø  Ability to communicate professionally by phone, email, virtually, and provide excellent customer service. Ø  Provides end-user support by responding to Yardi and other property management software inquiries via the ticketing system. Ø  Ability to manage support ticketing system. Ø  Capable of identifying repeat requests and perform root cause analysis and recommend solutions to reduce repetitive requests by working with the Director of Training to recognize key training areas. Ø  Troubleshoot for Yardi software and other integrated system-related problems. Ø  Assist with Yardi conversions for new property takeovers and new property set-up. Ø  Oversee implantation of system upgrades. Ø  Assist with the creation and maintenance of the knowledge base of frequently seen issues.  Ø  Prepare documentation to support system administrative functions, procedures, and processes. Ø  Communicate training needs and online resources to the Director of Training and Development. Ø  Develop, update, enhance, implement, and deliver training for all Yardi system users throughout the company (sites and corporate), including new hires and intermediate competency training. Ø  Effectively conduct training in-person and virtually. Ø  Promptly and productively address all support tickets related to the Yardi system, redirecting users to relevant training materials or redirecting to appropriate personnel (i.e., Regional Managers) when applicable. Ø  Be the primary liaison to Yardi (i.e., the company) for issues requiring their external support. Ø  Lead and/or assist with the implementation of new Yardi platform modules, services and new applications integrating with Yardi. Ø  Perform other related duties and responsibilities as required. Key Competencies: Ø  Strong customer service skills. Ø  Ability to communicate clearly both verbally and in writing.  Including the ability to provide technical assistance to complex issues in a simple, straightforward manner. Ø  Self-starter with strong organizational skills and the ability to manage multiple task. Ø  Ability to organize & prioritize assistance to others. Ø  Demonstrated ability to interact successfully with all levels within a company. Ø  Positive attitude, professional demeanor, team player. Ø  Ability to adapt to changes in structures and work priorities. Ø  Intermediate to Advanced user of Yardi Systems. Ø  Competency in use of Microsoft Excel, Word, Power Point and Outlook. Ø  Exercises good problem-solving skills, using sound judgment in varied situations. Ø  Outstanding written and verbal communication skills. Ø  Possesses a high degree of organizational skills, be detail-oriented and operate in a fast-paced environment. Ø  Outstanding teaching, training, and support skills. Ø  Demonstrates strong emotional intelligence (EQ). Ø  Exercises solid teamwork skills. Ø  Be a self-starter and work independently. Ø  Upholds the company’s You Matter philosophy and pursuit of excellence. Ø  Able to maintain a high degree of confidentiality for proprietary, private, and business information. Ø  The ability to set priorities and manage time efficiently in respect to the changing business needs. Ø  Possess a basic understanding of accounting.
Qualifications Ø  Bachelor's Degree in Business, IT, or related field preferred. Ø  1-3+ years of experience with both front-end and back-end Yardi property management software preferred. Ø  1-3+ years of experience in IT software application support for end-users preferred. Ø  1-3+ years of experience within the multifamily real estate industry a must. Ø  1-3 years of experience in Yardi Voyager, Yardi Rent Café, Yardi CRM preferred. Ø  1 year of Yardi help desk experience a plus. Ø  1 year of in-person or virtual classroom training experience preferred. Ø  Salesforce experience a plus.     ginancial What you Need to Know The purpose of this job description is to communicate the responsibilities and duties associated with the position of Yardi and System Support Specialist. While the information contained herein should be considered a comprehensive description of this position, it should also be noted that some responsibilities and duties may not be specifically addressed. Every WRH employee is expected to perform any reasonable task or request that is consistent with fulfilling company objectives. Our company emphasizes a TEAM APPROACH which focuses on a spirit of cooperation, common purpose and culture of customer service. Working together as a team encourages superior performance through open communication and decision empowerment. Employees must fulfill the performance standards of this position and comply with policies, rules and procedures of the company, including those set out in the Employee Handbook, or otherwise communicated (verbally or in writing) It is imperative that you review these duties, skills and physical requirements closely and that you understand that by signing the Job Description Acknowledgement, you are verifying that you can perform all the duties, have the skills and possess the physical abilities that are necessary to perform the job as described.