Yardi Help Desk Specialist — SaaS Support & SLAs

WELLTOWER - REIMAGINE REAL ESTATE WITH US

At Welltower, we're transforming how the world thinks about senior living and wellness-focused real estate. As a global leader in residential wellness and healthcare infrastructure, we create vibrant, purpose-driven communities where housing, healthcare, and hospitality converge. Our culture is fast-paced, collaborative, and endlessly ambitious - guided by our mantra:

* The only easy day was yesterday.
* We're looking for bold, independent thinkers who thrive on challenge, embrace complexity, and are driven to deliver long-term value. Every team member is empowered to think like an owner, innovate fearlessly, and lead from where they stand. If you're passionate about outcomes and inspired by the opportunity to shape the future of healthcare infrastructure, we want you on our best-in-class team.

The Support, Yardi Help Desk is an experienced and dynamic team player who will be on the front line of support for stakeholders using the Yardi Senior product suite. The ideal candidate possesses the ability to work cross-functionally to troubleshoot and resolve technical issues, answer stakeholder inquiries, and ensure requests are resolved timely and effectively. The Support, Help Desk will be required to work within a high demand, performance driven environment that focuses on implementing scalable solutions that are aligned with the company’s overall business strategy.

Welltower is growing, fueled by a disciplined approach to capital allocation, a robust data science platform, and strong operating performance. This foundation enables us to deliver long-term, compounding growth and expand our impact across the healthcare infrastructure and wellness housing space. To support this continued expansion, we’re hiring for multiple positions under this posting. We welcome qualified candidates to apply.

• Develops and leverages relationships with internal and external stakeholders to meet strategic business objectives
• Respond to inbound support requests related to the Yardi Senior product suite via help desk platform, phone, email, or chat
• Troubleshoot and resolve technical issues related to the platform, ensuring a high level of customer satisfaction
• Document, prioritize, and track all inquiries and issues in the help desk ticketing system (e.g., JIRA, Service Now, Zendesk)
• Ensure all tickets are followed up on, updated regularly, and resolved in a timely manner.
• Guides stakeholders through platform features, offer solutions to common problems, and provide training or advice to improve their use of the Yardi Senior product suite
• Stays up to date on new features and product updates within the Yardi Senior product suite to maintain a high level of technical knowledge and service excellence
• Strives to meet or exceed service level agreements (SLAs) for ticket resolution, response time, and customer satisfaction
• Collaborates with internal support teams to resolve challenges
• Understands and fosters cross-program and cross-functional dependencies to champion execution success and maximize value capture
• Develops regular and thorough status communications for senior leadership and stakeholders
• Anticipates and mitigates risks, dependencies, and impediments to facilitate resolutions

Please note this job description is not designed to provide a comprehensive listing of activities, duties, or responsibilities that are required of this role. Duties, responsibilities, and activities may change at any time with or without notice.

Out-of-area and overnight travel should be expected as outlined in specific projects for which this role will engage.

• Ability to manage portfolios of work
• Solid understanding of project management and agile practices, with the ability to teach and coach others
• Keen ability to engage and work with different teams
• Strong interpersonal, conflict management, and communications skills
• Effective documentation and reporting skills

• At least 3 years of experience in help desk or customer service support roles, preferably within a SaaS or senior housing software environment
• Strong knowledge of the Yardi…