Software Support Specialist (Yardi)

The Software Support Specialist provides a high level of customer service to team members with technology related issues. This includes the Seattle office as well as all locations across the US. Adheres to the customer service philosophy by providing excellent customer service to team members, residents and their families as defined by Merrill Gardens policy.

Key Responsibilities:

• Respond to customer support requests and resolve complex software issues in a timely manner.
• Monitor software programs to verify correct functionality and detect problems.
• Orient new staff on how use software programs relevant to their role.
• Provide end user support for mobile devices.
• Manage software user-adoption and enhancement projects.
• Provide technical issue resolutions in a clear and detailed manner via in-person, e-mail, phone and other platforms of communication.
• Create documentation that supports end users adoption of new functionality.
• Document all support requests and resolutions using a helpdesk ticketing system.
• Identify and escalate software defects to management for correction.

Education and Experience: 

• Associates degree in computer science or related experience.
• 2-5 years of Yardi experience.

 Other Knowledge, Skills, Abilities, Talent or Certifications:

• Strong interpersonal skills both remotely and in person – communicate with customers effectively and respectfully.
• Customer service oriented - hospitable, patient, friendly, and polite.
• Ability to multitask while working in a fast paced environment.
• Ability to work under tight deadlines.
• Positive attitude and high energy.
• Ability to work as part of a team and support fellow technicians as needed.
• Minimal travel as required to support remote team members.
• Strong interest in new relevant technology.

Physical Demands:

The physical demands and work environment described below represent the activities and surroundings of the position:

• Movements including but not limited to constant sitting, and occasional standing, walking, bending, and reaching are required.
• Other Physical Requirements: While performing the duties of this job, the employee is regularly required to: use hands to handle, or feel; talk; see; and/or hear. Specific vision abilities required by this job include close vision and color vision.
• Lifting up to 50lbs.

Merrill Gardens is an Equal Opportunity Employer