Yardi Software Support Specialist

Village Green•Southfield, MI

About The Position

The Software Support Specialist is responsible for delivering key support/help desk support to on-site and corporate associates for property management software related issues. This role acts as a system user administrator and subject matter expert for company enterprise software solutions, including prospect lead management, resident and prospect portals, Internet lead source (ILS) syndication, applicant screening, and payment processing systems. The specialist will perform tasks to ensure smooth project operation, coordinate resources, manage scheduling, and ensure compliance with company best practices. They will partner with internal and external groups to define and recommend solutions for future innovation and growth. A key responsibility is to continuously monitor and respond to service requests in the company's internal user helpdesk system, delivering timely and high-quality resolutions according to service level agreements (SLA). This includes escalating and monitoring support concerns with third-party vendors as needed. The role involves consulting product client support, reviewing release notes for upgrade/update recommendations, and testing/validating program modules. Additionally, the specialist will provide support for payment scanning devices, participate in new enterprise product implementation planning and deployment, and manage user administration tasks such as account maintenance, security roles, permissions, and password resets. The role also includes participating in the creation of standards, compliance with best practices, and assisting with company transition/disposition meetings, including data migration. Property management software transition preparation, due diligence file audits, and assisting with property onboarding/disposition are also part of the responsibilities. A basic functional understanding of products managed by other team members is expected, along with performing other duties as assigned by the Supervisor and always representing Village Green professionally.

Requirements

Consistently demonstrate professional, positive, and approachable attitude/demeanor and discretion
Exercise independent judgment
Possess good problem-solving skills.
Ability to travel on assignments on short notice.
Ability to handle multiple tasks in an organized and efficient manner.
Previous work experience with property management software and an understanding of the Microsoft Suite of programs
Demonstrate sensitivity in handling confidential information.
Must be team oriented and clearly communicate ideas to others.

Nice To Haves

Property operations background preferred.
Bachelor’s Degree preferred.

Responsibilities

Act as system user administrator and subject matter expert for company enterprise software solutions not limited to prospect lead management, resident and prospect portals, Internet lead source (ILS) syndication, applicant screening and payment processing systems
Perform tasks necessary to keep assigned projects and programs running smoothly, such as records keeping, resource coordination, scheduling, and ensuring compliance in line with company best practices
Partner with various internal and external groups to define and recommend solutions that accommodate future innovation and growth strategies
Continuously monitor and respond to property management and ancillary product service requests in the company internal user helpdesk system, and deliver expeditious, high-quality resolutions in accordance with service level agreements (SLA)
Escalation and continuous monitoring of internal user support concerns to third party vendor support, as necessary
Consult product client support and review release notes to provide recommendations to the organization for upgrades/updates
Test and validate program modules of moderate complexity to meet specifications and procedures standards
Provide setup and/or installation support for payment scanning devices, and like devices, as applicable
Participate in planning and deployment meetings for new enterprise product implementations; complete new product questionnaires and/or coordinate completion thereof with partnering departments, communicate phased implementation schedules to property operations, and coordinate training of new product sets
User administration: user account maintenance, security role and permissions, password reset, etc.
Participate in the creation of standards and compliance with Best Practices, Procedures and Standards within the organization
Participate in all company Transition/Disposition Meetings and assists in the data migration of properties scheduled to operate under Village Green’s enterprise PM systems
Property Management Software transition prep, as may be assigned
Perform due diligence file audits as may be assigned
Assist with the onboarding or disposition of properties as may be needed
Basic functional understanding of the products managed and maintained by other team members in the department
Be available for other duties as assigned by Supervisor
Always represents both Village Green and each owner in a professional and businesslike manner