The Role
Provides Tier 1 support for Yardi Voyager and RentCafe, troubleshooting user issues, managing tickets, escalating complex cases, documenting resolutions, and assisting with system administration, testing, upgrades, and module rollouts. The role also identifies recurring issues, supports training and knowledge documentation, communicates system updates, and collaborates with operations, accounting, training, IT, and Yardi corporate support.
Summary Generated by Built In
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Join our team as a Yardi Support Specialist, where you’ll serve as a key resource for troubleshooting system issues and supporting end users across the organization. In this role, you’ll manage support tickets, assist with system enhancements, and collaborate with cross-functional teams to improve processes and user experience. This is a great opportunity for someone with Yardi experience who enjoys problem-solving and delivering strong customer support.
Responsibilities
- Serve as the primary Tier 1 support resource for Yardi and RentCafe tickets, providing timely, professional responses to end users
- Troubleshoot and resolve basic system issues, including navigation, data entry errors, report questions, and standard process inquiries
- Escalate complex issues to internal subject matter experts or Yardi support, ensuring clear documentation of troubleshooting steps and issue details
- Partner with Yardi corporate support to log, track, and follow up on support cases through resolution
- Perform basic system administration tasks
- Assist with testing and validation related to system upgrades, patches, and new module implementations
- Support new system features and module rollouts by assisting with testing and end-user readiness
- Maintain accurate documentation of common issues, resolutions, and support processes
- Identify recurring support trends and collaborate with the Training team to:
- Provide feedback on user challenges
- Support identification of training opportunities and knowledge gaps
- Monitor and manage ticket queues to ensure timely resolution and adherence to service expectations
- Communicate effectively with users regarding system updates, known issues, and resolution timelines
- Contribute to continuous improvement efforts by identifying opportunities to enhance processes or reduce support ticket volume
- Perform other duties as assigned
Required Qualifications
- 1–3 years of hands-on Yardi Voyager experience as an end user or support specialist
- Strong customer service mindset with the ability to support non-technical users effectively
- Experience working within a ticketing or support system (e.g., Zendesk or similar)
- Ability to troubleshoot issues using established processes and documentation
- Strong organizational and time management skills, with the ability to prioritize multiple requests effectively
- Excellent written and verbal communication skills
- Ability to clearly document issues and resolutions
- Basic understanding of property management operations, including leasing, rent collections, and maintenance workflows
- Ability to collaborate across teams including operations, accounting, training, and IT
Preferred Education and Experience
- Experience in multifamily management
- Familiarity with:
- Yardi Voyager modules (leasing, accounting, maintenance, etc.)
- RentCafe
- Other integrated property management softwares
- Experience supporting or assisting with system implementations or upgrades
- Familiarity with training programs, SOPs, or knowledge base documentation
Friedman Real Estate is an Equal Opportunity Employer. Applicants are considered regardless of race, color, religion, creed, sex, pregnancy, family responsibility, national origin or ancestry, citizenship, marital status, sexual orientation, transgender status, veteran's status, genetic information, or status as a qualified individual with a disability or any other protected characteristic in accordance with applicable law.
Skills Required
- 1-3 years of hands-on Yardi Voyager experience as an end user or support specialist
- Strong customer service mindset and ability to support non-technical users
- Experience working within a ticketing or support system such as Zendesk
- Ability to troubleshoot issues using established processes and documentation
- Strong organizational and time management skills
- Ability to prioritize multiple support requests effectively
- Excellent written and verbal communication skills
- Ability to clearly document issues and resolutions
- Basic understanding of property management operations, including leasing, rent collections, and maintenance workflows
- Ability to collaborate across operations, accounting, training, and IT teams
- Experience in multifamily management
- Familiarity with Yardi Voyager modules, including leasing, accounting, and maintenance
- Familiarity with RentCafe
- Familiarity with other integrated property management software
- Experience supporting or assisting with system implementations or upgrades
- Familiarity with training programs, standard operating procedures, or knowledge base documentation
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The Company
What We Do
Friedman Real Estate is a premier national firm providing a comprehensive suite of commercial real estate services. As one of the largest privately-held full-service organizations in the nation, they offer a single point of contact for commercial brokerage, multifamily management, construction, and advisory services. The company manages over 140 properties, encompassing 10,000+ apartment homes and 15 million square feet of commercial space across the country.
