Support, Help Desk - UK - REMOTE

Welltower; United Kingdom; Remote; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic Help Desk Support professional to join their experienced team. This role is pivotal in providing frontline support for stakeholders utilizing the Yardi Senior product suite. The ideal candidate will thrive in a fast-paced environment, adept at troubleshooting technical issues and ensuring timely resolutions. You'll engage with various teams, develop relationships, and contribute to strategic business objectives while maintaining a high level of customer satisfaction. This position offers a unique opportunity to grow within a company that values innovation and collaboration, providing a supportive atmosphere for personal and professional development.

Benefits

Competitive Base Salary

Annual Bonus

Generous Paid Time Off

Pension Scheme

Profit Sharing Program

Tuition Assistance Program

Employee Stock Purchase Program

Comprehensive Medical/Dental/Vision options

Qualifications

• 3+ years in help desk or customer service support roles, preferably in SaaS.
• Strong knowledge of Yardi Senior product suite preferred.

Responsibilities

• Respond to inbound support requests via help desk platform, phone, email, or chat.
• Troubleshoot and resolve technical issues ensuring high customer satisfaction.

Skills

Project Management

Agile Practices

Interpersonal Skills

Conflict Management

Documentation Skills

Education

ITIL Certification

Agile Certification

Six Sigma Certification

PMP Certification

Tools

JIRA

ServiceNow

Zendesk

Job description

SUMMARY

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.

KEY RESPONSIBILITIES

• 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, ServiceNow, Zendesk)
• Ensure all tickets are followed up on, updated regularly, and resolved in a timely manner.
• Guides stakeholders through platform features, offers solutions to common problems, and provides 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

OTHER DUTIES

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.

TRAVEL

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

MINIMUM REQUIREMENTS

Skills / Specialized Knowledge:

• 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

Experience:

• 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 Senior product suite is highly preferred
• Experience with help desk platforms, ticketing systems, and customer relationship management tools (JIRA, ServiceNow, Zendesk)
• Basic troubleshooting skills with a solid understanding of web-based applications, SaaS products, and general IT systems
• Familiarity with property management software (Yardi) or experience in the senior housing industry is a plus
• Project Management and Technical Support experience

Education:

• Relevant certifications (ITIL, Help Desk Management) are a plus
• Agile, Six Sigma, or PMP certification strongly preferred

WHAT WE OFFER

• Competitive Base Salary + Annual Bonus
• Professional Growth
• Generous Paid Time Off and Holidays
• Pension Scheme + Profit Sharing Program
• Tuition Assistance Program
• Employee Stock Purchase Program – purchase shares at a 15% discount
• Comprehensive and progressive Medical/Dental/Vision options
• And much more!

ABOUT WELLTOWER

Welltower Inc. (NYSE: WELL) an S&P 500 company, is the world's preeminent residential wellness and healthcare infrastructure company. Our portfolio of 1,500+ Seniors and Wellness Housing communities is positioned at the intersection of housing, healthcare, and hospitality, creating vibrant communities for mature renters and older adults in the United States, United Kingdom, and Canada. We also seek to support physicians in our Outpatient Medical buildings with the critical infrastructure needed to deliver quality care.

Our real estate portfolio is unmatched, located in highly attractive micro-markets with stunning built environments. Yet, we are an unusual real estate organization as we view ourselves as a product company in a real estate wrapper driven by relationships and unconventional culture.

Through our disciplined approach to capital allocation powered by our data science platform and superior operating results driven by the Welltower Business System, we aspire to deliver long-term compounding of per share growth and returns for our existing investors – our North Star.

Welltower is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet

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