The Role
Provide first-level technical and functional support for Yardi Voyager (Commercial and Residential), triage and resolve tickets per SLA, escalate complex issues, assist with testing and upgrades, maintain documentation, deliver user training, and create knowledge base content to improve client self-service.
Summary Generated by Built In
Yardi Help Desk Support
About Assetsoft:
Assetsoft is a global technology consulting firm specializing in innovative software development, business process optimization, systems integration, and IT services for the real estate, construction, investment management, and property technology sectors. With a dedicated focus on enterprise platforms such as Yardi, MRI, Procore, and Microsoft Dynamics, we empower businesses to enhance operational efficiency, maximize returns, and embrace digital transformation. Committed to sustainability and innovation, Assetsoft also integrates green solutions into our service offerings to help shape a more sustainable future in real estate technology.
Position Description:
We are seeking a detail-oriented and customer-focused Yardi Help Desk Support professional to provide technical assistance, troubleshooting, and functional guidance to clients utilizing Yardi solutions. The ideal candidate will have proven experience in Yardi Voyager, with expertise in Yardi modules such as Commercial and Residential, along with strong problem-solving abilities and a commitment to delivering high-quality client support.
Responsibilities:
The Yardi Help Desk Support professional provides first-level technical assistance, troubleshooting, and functional support for Yardi applications, ensuring efficient resolution of user issues and maintaining smooth system operations. This role includes, but is not limited to the following primary duties:
• Log, prioritize, and manage incoming support tickets, ensuring timely updates and resolution in alignment with service level agreements (SLAs).
• Deliver first-level technical and functional assistance, resolving common Yardi-related issues and escalating complex matters to higher support tiers with detailed documentation.
• Handle service requests, incidents, and inquiries in a timely and professional manner.
• Provide functional support and guidance on Yardi modules, including Commercial and Residential, ensuring accurate configuration, data integrity, and optimal system utilization.
• Escalate complex issues to higher-tier support or development teams, ensuring clear documentation and communication of troubleshooting steps.
• Assist in testing system configurations, patches, and upgrades before deployment.
• Maintain accurate records of all support activities in the ticketing system.
• Collaborate with cross-functional teams to identify recurring issues and recommend system/process improvements.
• Deliver user training and create knowledge base articles to enhance client self-service capabilities.
• Deliver first-level technical and functional assistance, resolving common Yardi-related issues and escalating complex matters to higher support tiers with detailed documentation.
• Handle service requests, incidents, and inquiries in a timely and professional manner.
• Provide functional support and guidance on Yardi modules, including Commercial and Residential, ensuring accurate configuration, data integrity, and optimal system utilization.
• Escalate complex issues to higher-tier support or development teams, ensuring clear documentation and communication of troubleshooting steps.
• Assist in testing system configurations, patches, and upgrades before deployment.
• Maintain accurate records of all support activities in the ticketing system.
• Collaborate with cross-functional teams to identify recurring issues and recommend system/process improvements.
• Deliver user training and create knowledge base articles to enhance client self-service capabilities.
Education:
Bachelor’s degree in Information Technology, Computer Science, Business, or related field preferred.
Requirements
Qualifications:
• Minimum of 3 years’ experience providing technical support for Yardi Voyager, including troubleshooting, configuration, and user assistance.
• Proven hands-on experience with Yardi Voyager, with proficiency in Commercial and Residential modules.
• Strong understanding of property management operations, processes, and workflows.
• Excellent analytical, troubleshooting, and problem-solving skills with attention to detail.
• Strong written and verbal communication abilities, capable of explaining technical concepts to non -technical stakeholders.
• Ability to work independently, manage multiple priorities, and perform effectively in a fast-paced environment.
• Proficiency in documenting support cases, resolutions, and best practices.
• Familiarity with help desk ticketing systems and remote support tools.
• Candidates with a short notice period (one month or less) will be given preference.
Location: Dallas, Texas, USA
Timezone: Flexibility to work in the PST time zone.
Work Mode: Full Time, Work from Office
Skills Required
- Minimum of 3 years experience providing technical support for Yardi Voyager (troubleshooting, configuration, user assistance).
- Hands-on experience and proficiency with Yardi Voyager Commercial and Residential modules.
- Strong understanding of property management operations, processes, and workflows.
- Experience testing system configurations, patches, and upgrades prior to deployment.
- Familiarity with help desk ticketing systems and remote support tools.
- Proficiency in documenting support cases, resolutions, and best practices.
- Excellent analytical, troubleshooting, and problem-solving skills with attention to detail.
- Strong written and verbal communication skills; able to explain technical concepts to non-technical stakeholders.
- Ability to work independently, manage multiple priorities, and perform effectively in a fast-paced environment.
- Work from office in Dallas, Texas (on-site).
- Flexibility to work in the PST time zone.
- Bachelor's degree in Information Technology, Computer Science, Business, or related field.
- Candidates with a short notice period (one month or less) preferred.
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The Company
What We Do
Assetsoft is a global technology consulting firm specializing in software development, business process improvement, systems integration, and implementation. The company focuses on providing proptech consulting and business and technology solutions specifically tailored for the real estate and construction industry, helping clients design roadmaps for real property investment and management.
