Yardi Helpdesk Specialist

Relay Human Cloud; Makati; On-site; PHP 240,000 - 420,000; Full time

Job summary

Relay Human Cloud is seeking an IT Helpdesk Specialist with a specialization in Yardi to support users across Residential and Commercial modules. You will provide tiered support (Tier 1-3), perform diagnostics, and ensure timely resolution to maximize system usage.

The role requires onsite work with a fixed night shift (8AM-5PM Central time) and strong communication to explain technical concepts to nontechnical users while documenting issues for escalation and vendor coordination.

Qualifications

• Hands-on experience with Yardi software and modules.
• 1+ years in IT helpdesk or application support in a tiered support model.
• Experience with ERP systems (Oracle, SAP, etc.) is a plus.

Responsibilities

• First point of contact for end users and provide Tier 1 support.
• Perform initial diagnostics and document issue details for escalation.
• Support Yardi modules (Residential/Commercial) and verify data integrity.
• Coordinate with vendors/engineering for bug fixes and configuration changes.
• Provide deep product knowledge to resolve complex issues and improve workflows.

Job description

The IT Helpdesk Specialist with specialization in Yardi is the primary support resource for users of Yardi property management systems. This role provides tiered support (Tier 1-3), ensuring timely issue resolution, accurate diagnostics, and optimal system utilization across Residential and Commercial modules.

Key responsibilities

• Role: First point of contact for end users.
• Responsibilities: Answer basic user inquiries; perform initial diagnostics; guide users through standard solutions; gather and document issue details for escalation.
• Examples: Help a user navigate the Yardi interface; reset passwords; verify user access and basic workflow steps.

Tier 2 Advanced Support

• Role: Handle problems that Tier 1 cannot resolve.
• Responsibilities: Diagnose and resolve intermediate technical and functional issues; support specific Yardi modules (Commercial, Residential); validate data integrity; recommend configuration or workflow changes to improve system use.
• Examples: Troubleshoot module configuration problems; resolve payment posting errors or lease setup issues.
• Role: Provide deep technical and product expertise for the most complex issues.
• Responsibilities: Resolve advanced and persistent problems; perform root-cause analysis; coordinate with vendors/engineering for bug fixes; implement performance tuning and data reconciliation.
• Examples: Debug system crashes; fix complex data integrity or interface reconciliation issues.

Required skills and experience

• Technical knowledge: Hands-on experience with Yardi.
• Technical knowledge: Experience with ERP systems (Oracle, SAP, etc.)
• Support experience: 1+ years in IT helpdesk or application support; experience working within a tiered support model.
• Troubleshooting: Strong diagnostics, problem isolation, and incident documentation skills.
• Communication: Clear, user-focused verbal and written communication; ability to translate technical concepts for nontechnical users.
• Tools: Experience with ticketing systems (E.g. ServiceNow, Zendesk, etc.), remote-support tools, SQL, or data-querying basics for troubleshooting.
• Willingness to work onsite and on a fixed night shift (8AM-5PM Central time)

Preferred qualifications

• Yardi certification(s) or formal training.
• Yardi Voyager admin or power-user experience.
• experience in Yardi Commercial, or Investment module
• Experience with integrations (APIs, third-party portals) and data migration projects.
• Knowledge of property-management business processes (leasing, billing, maintenance).
• Basic scripting or SQL skills for reporting and data fixes.

Why Join Us?

• Dynamic and collaborative work environment
• Growth opportunities in a fast-paced organization
• Exposure to global operations and stakeholders