Yardi Helpdesk Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 420,000 - 720,000; Full time

Benefits offered by this job

Competitive salary

Collaborative work environment

Growth opportunities

Job summary

Hammerjack Pty Ltd in the Philippines is seeking an IT Helpdesk Specialist with Yardi focus to support users across Residential and Commercial modules. You will triage and resolve issues across Tier 1–3, document steps, and coordinate with vendors for complex bugs, with on-site work and a fixed night shift (8AM-5PM Central Time) on rotation.

Ideal candidates have Yardi hands-on experience, familiarity with ERP systems, and strong communication skills to translate technical concepts to

Qualifications

• Hands-on experience with Yardi.
• Experience with ERP systems (Oracle, SAP, etc.).
• 1+ years in IT helpdesk or application support in a tiered model.
• Strong diagnostics, problem isolation, and incident documentation.
• Clear, user-focused communication for nontechnical users.
• Willingness to work onsite and a fixed night shift (8AM-5PM Central Time).

Responsibilities

• Tier 1: be the first point of contact for end users and guide them through standard solutions.
• Tier 2: diagnose and resolve intermediate issues in Yardi modules; ensure data integrity.
• Tier 3: coordinate with vendors/engineering for bugs and performance tuning.
• Document issues and resolutions for knowledge base.

Skills

Yardi

ERP systems

Communication

Troubleshooting

Tools

ServiceNow

Zendesk

Remote-support tools

SQL

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

Tier 1 Initial Support

• 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.

Tier 3 Specialized Support

• 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

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