Senior Yardi Support Analyst
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Benefits offered by this job
Job summary
Assurant is seeking a Technical Support Associate for a 100% remote role, supporting IT services globally. The ideal candidate provides first-level support for hardware, software, and network issues, while adhering to ITIL-aligned ITSM processes and SLAs.
The role emphasizes customer service and effective cross-team collaboration. Requires 2+ years in IT support, a degree in IT or related field, and strong English/Spanish communication.
Qualifications
- Bachelor's degree in IT or related field.
- At least 2 years in technical support/help desk/IT support.
- Experience with Microsoft 365 services.
- Identity and access management knowledge (AD, Okta).
- DNS, DHCP, networking fundamentals.
Responsibilities
- Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
- Troubleshoot and resolve routine technical incidents affecting end users and operations.
- Respond to requests for installation, configuration, relocation, and removal of hardware/software.
- Own and track incidents and requests through resolution per SLAs.
- Administer ITSM processes related to Incident Management and Request Fulfillment.
- Identify recurring issues and drive service improvements with IT teams.
- Collaborate with internal IT and vendors to resolve escalations.
- Maintain excellent customer service and communication with end users.
Skills
Education
Tools
Job description
This position is responsible for providing first-level technical support to end users and ensuring the effective delivery of IT services across the organization. The role supports the maintenance and operation of IT infrastructure, telephony, network connectivity, hardware, software, and user access services.
The Technical Support Associate is also responsible for supporting IT Service Management (ITSM) processes, including incident management, request fulfillment, ticket administration, service level compliance, and continuous service improvement activities following ITIL best practices.
- Provide first-level support for hardware, software, telecommunications, mobile devices, and network connectivity issues.
- Perform troubleshooting, diagnosis, and resolution of routine technical incidents affecting end users and business operations.
- Respond to requests for support, installation, configuration, relocation, and removal of hardware and software provided by the company.
- Own and track incidents and service requests through resolution, ensuring compliance with established Service Level Agreements (SLAs).
- Administer and maintain IT service management processes related to Incident Management and Request Fulfillment.
- Identify recurring issues, incident trends, and service improvement opportunities and communicate findings to appropriate IT teams.
- Collaborate with internal technical teams and third-party vendors to resolve escalated incidents and service requests.
- Provide excellent customer service and maintain effective communication with end users throughout the support lifecycle
- Associate's or Bachelor's Degree in Information Technology, Computer Systems, Computer Science or Engineering, or equivalent experience.
- At least two (2) years of experience in a Technical Support, Help Desk, Service Desk, Desktop Support, or similar IT support role.
- Strong analytical, troubleshooting, and problem-solving skills.
- Experience administering and supporting Microsoft 365 services.
- Experience with identity and access management solutions (e.g., Active Directory, Okta).
- Knowledge of DNS, DHCP, and networking fundamentals.Understanding of cybersecurity fundamentals, endpoint protection, phishing awareness, and security incident escalation procedures.
- Familiarity with endpoint management solutions such as Microsoft Intune, endpoint provisioning, and device compliance management.
- Knowledge of IT Service Management (ITSM) concepts and processes.
- Understanding of Incident Management, Request Fulfillment, escalation procedures, and SLA management.
- Strong customer service orientation and commitment to delivering a positive end-user experience.
- Excellent written, verbal, and interpersonal communication skills in Spanish and English.
- Ability to collaborate effectively across technical and business teams.
- Demonstrated accountability, organization, and attention to detail.
- Ability to prioritize and manage multiple tasks in a fast-paced environment, while demonstrating a strong sense of urgency.
- Ability to maintain confidentially when handling sensitive information.
- Commitment to continuous learning, professional development and the adoption of emerging technologies.
- Knowledge of ITIL principles and best practices.
- Experience supporting LAN and WAN environments.
- Experience with IT asset management processes.
- Experience with service reporting and SLA management.
- Experience with Service Desk / ITSM solutions such as ServiceNow, Jira Service Management, Freshservice, Ivanti, ManageEngine, or similar platforms
- Familiarity with workflow automation and AI-enabled productivity tools used to improve efficiency, service delivery, and knowledge management (Power Automate, Power Apps, Copilot, Claude, etc).
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at .
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture .
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.
Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.
Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.
Please be aware that during Assurant's application process, we will never ask for personal information such as your National ID number, bank account details, or passwords. Learn more about what to look out for and how to report a scam .
Prometeo Talent is ranked as the #1 Recruitment Agency in America and Europe. We specialize in connecting companies with exceptional technology and engineering professionals.
We are collaborating with a fast-growing SaaS company transforming the construction permitting industry in the U.S. Serving over 5,000 licensed contractors across Florida, Ohio, and Michigan, the company is looking for a key team member in Latin America to provide technical support, guide customers through its platform, and help keep their projects moving.
This is an opportunity to join a growing technology company where you will combine customer service, technical problem-solving, and platform expertise to deliver an outstanding customer experience.
Prometeo Talent is ranked as the #1 Recruitment Agency in America and Europe. We specialize in connecting companies with exceptional technology and engineering professionals.
We are collaborating with a fast-growing SaaS company transforming the construction permitting industry in the U.S. Serving over 5,000 licensed contractors across Florida, Ohio, and Michigan, the company is looking for a key team member in Latin America to provide technical support, guide customers through its platform, and help keep their projects moving.
This is an opportunity to join a growing technology company where you will combine customer service, technical problem-solving, and platform expertise to deliver an outstanding customer experience.
We're seeking a Technical Support Representative who is friendly, reliable, detail-oriented, and comfortable working with technology. The ideal candidate has a strong analytical mindset, enjoys troubleshooting problems, and can understand how and why systems and processes work; not just follow a script.
This is a primarily phone-based role where you'll assist contractors with platform navigation, technical questions, permit filings, account management, and troubleshooting. You'll also guide customers through platform features, explain workflows, and conduct demonstrations to help them understand how to use the software effectively.
We're looking for someone who takes ownership, thinks critically, identifies the root cause of problems, and communicates technical information clearly to customers with different levels of technical knowledge.
Handle inbound customer calls and provide professional, timely, and solution-oriented support.
Troubleshoot issues related to platform functionality, account setup, document uploads, permit filings, and general software usage.
Guide customers step by step through platform features, workflows, and processes to help them resolve issues independently.
Conduct platform demonstrations and walkthroughs to introduce customers to key features and explain how to use the system effectively.
Investigate problems by analyzing available information, identifying potential root causes, and determining the best course of action.
Take ownership of customer issues from initial contact through resolution, escalating more complex cases when necessary.
Follow up with customers to confirm that solutions are working and ensure a positive support experience.
Develop a strong understanding of the company's SaaS platform, its features, and construction permitting workflows.
Quickly learn new software tools, CRM systems, and browser-based applications.
Help customers understand not only what steps to follow but also why certain processes are required.
Identify patterns in recurring technical issues and communicate findings to the appropriate teams.
Maintain accurate documentation of customer interactions, troubleshooting steps, and resolutions in the CRM.
Apply critical thinking and attention to detail when investigating customer issues and working with platform data.
Analyze situations that fall outside standard procedures and use sound judgment to identify practical solutions.
Identify recurring problems, process inefficiencies, and opportunities to improve the customer experience.
Share feedback and actionable insights with product and operations teams to support platform improvements.
Meet performance targets related to call volume, resolution rates, customer satisfaction, and support quality.
At least 2 years of experience in customer service, technical support, or a similar customer-facing role , preferably in a phone-based or call center environment.
Full professional fluency in English, both spoken and written.
Experience supporting customers with software platforms, SaaS products, CRM systems, or other technology-based tools.
Experience conducting platform demos, software walkthroughs, or feature explanations for customers is highly valued.
Strong analytical and problem-solving skills, with the ability to investigate issues and identify their root causes.
Excellent attention to detail and the ability to handle information accurately.
A technology-oriented mindset, with the curiosity and willingness to learn new tools, systems, and software.
Proficiency in Microsoft Excel and confidence working with spreadsheets.
Strong communication skills and the ability to explain technical concepts in a clear, accessible way.
A proactive attitude, sound judgment, and a strong sense of ownership when handling customer issues.
Previous experience with GoHighLevel, HubSpot, or similar CRM platforms.
Experience in SaaS technical support, software troubleshooting, or application support.
Experience delivering live platform demonstrations, onboarding sessions, or customer training.
Familiarity with ticketing systems, knowledge bases, and customer support tools.
Experience identifying recurring technical issues or contributing to process and operational improvements.
Ability to work with multiple browser-based applications while managing customer interactions.
Reliable high-speed internet connection suitable for full-time remote work and video calls.
A reliable laptop capable of running multiple browser-based applications simultaneously (desktop computers are not accepted).
A working webcam for meetings, training, and platform demonstrations.
A quiet, professional, and distraction-free home workspace.
Competitive full-time compensation based on experience.
Fully remote role with flexible scheduling options.
Structured onboarding and ongoing product and technical training.
A supportive team culture where ideas, initiative, and problem-solving are encouraged.
Opportunities to develop technical support and SaaS platform expertise.
Clear opportunities for professional growth within the company.
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