Yardi Help Desk Support Analyst
3 weeks ago
Analyst - Support
Location: Charlotte, NC
Type: Full-Time, Salaried - Exempt
Working Hours: 12:30pm-9:00pm (following a training period with schedule of 9:00am-5:30pm)
Salary: $47,000 per year and up, DOE
About the Company
33Floors LLC is an IT consulting firm made up of Yardi© experts with real-world experience at major real estate brokerage and investment firms. Yardi is the global leader in real estate property management software and the product is highly customizable. That’s where we come in. With offices around the world, we help clients design, implement and upgrade their Yardi software. We also provide long-term support options for clients who want ongoing access to our expertise. Our clients are real estate management firms, real estate investment trusts, and small-to-large private real estate holding groups. We’re known globally in the Yardi community as a thought-leader who designs, delivers and supports best practice solutions for the most challenging projects. Because we get above it.
To learn more about 33Floors, please visit www.33floors.com.
About the Role
We are looking for a strong candidate to join our team as someone who provides first-level support to clients and internal users at all levels who are experiencing difficulties with the company’s Property Management Accounting System and associated web-based applications. This position provides assistance to employees and clients globally, primarily via phone, email and Zoom meetings. The nature of the assistance may vary but is beyond those of a typical help desk agent, and may include software setup, data import, user account creation, hardware and software troubleshooting, and triaging issues outside of their area of knowledge to the appropriate technical levels.
Responsibilities
- Receive IT assistance requests by way of telephone and email from property managers and clients
- Troubleshoot application issues, specifically for Commercial Property Management Systems
- Set up Master File Records, including owner records, banking information, and general ledger accounts by way of ETL import
- Log in requests from end users and track them through the HelpDesk system for resolution
- Regularly contribute to and update a knowledge base system
- Utilize self-service technical support tools for clients and end users, such as FAQ's, live chat, knowledge base, manuals, etc.
- User walk-through of set-ups
- Follow up with users to ensure that issue has been resolved
- Work with internal SME’s for guidance and support where required
- Ensure all activities undertaken are compliant with Clients policies, procedures and processes
- Participate in UAT (User Acceptance Testing) on new features and functionality as part of regular release cycles
- Support team members as required
- Perform special assignments as requested by Manager
Qualifications and Education Requirements
- Bachelor’s or Associate's degree in Computer Science or related field or equivalent
- Minimum of one (1) year of support or help desk experience
- Minimum of one (1) year computer operations or related experience required
- Advanced Microsoft Excel skills required
- Strong customer service orientation aptitude is essential
- Strong knowledge of computer software and programs such as Excel, Crystal Reports, G Suite, and Outlook is a requirement
- Very good verbal and written communication skills required
- SQL knowledge preferred
- Knowledge of Commercial Property Management or Accounting Systems preferred
- Knowledge of Yardi or other Real Estate ERPs preferred
Preferred Skills
In addition to the technical skills and experience listed above, the ideal candidate for this position would be a self-motivated individual who demonstrates attention to detail, a passion for problem-solving and customer service, and is capable of overcoming obstacles. Must enjoy working in a fast paced environment with a dynamic team.
Compensation
We offer a competitive compensation package, including PTO, paid holidays, sick time and medical/dental/vision and retirement benefits.
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