Systems Support - Systems Support

Fogelman•Memphis, TN

About The Position

Fogelman, a nationally recognized leader in the multifamily industry, is hiring a Systems Support Specialist to join our Corporate team. The Systems Support Specialist provides frontline support of our technology and accounting platform, including but not limited to: Yardi Voyager, RentCafé, CRM IQ, and Procure to Pay, as well as supporting Microsoft 365 applications such as Outlook, Teams, and Office (Excel, Word, and PowerPoint). The candidate should be highly responsive, productive, customer service-driven, professional, and a team player. The Systems Support Specialist will be responsible for the support of procedures and functions for the current Saas and new technologies. The role requires clear, professional communication with end users to gather information, set expectations, and provide timely updates through issue resolution.

Requirements

Experience in property management or related business operations required
Minimum 2 years of Yardi software experience
Understanding of basic accounting principles
Proficient with Microsoft 365 applications, including Office (Excel, Word, and PowerPoint), Outlook, and Teams, with competent general computer skills.
Highly developed written and oral communication skills, including the ability to communicate across digital platforms
Attention to detail
Effective time management, including prioritization of time-sensitive items and the ability to meet deadlines
Strong organizational skills and ability to multitask
Strong interpersonal skills to support relationships with a broad range of clients

Nice To Haves

1- 2 years in a Yardi support role is a plus

Responsibilities

Responsible for supporting corporate and site team users of Yardi and related systems, as well as Microsoft 365 applications (Outlook, Teams, and Office).
Troubleshoot system errors and data anomalies as needed to ensure accurate reporting at all levels.
Communicate with end users to gather required details (issue symptoms, steps taken, screenshots, and business impact) to support timely resolution.
Provide clear, professional updates to users, including next steps, expected timelines, and follow-up to confirm resolution.
Document issues, troubleshooting steps, and resolutions in help desk software in a consistent manner; escalate complex issues with complete, accurate details.
Ensure SLA compliance by meeting required first-response and resolution targets, updating ticket status promptly, and communicating delays/escalations as needed.
Diagnose, analyze, and troubleshoot issues using critical thinking skills to resolve or escalate as necessary.
Become knowledgeable with internal procedures and needs to assist with testing efforts on new functionality, new modules, and upgrades to existing modules.
Maintain knowledge and expertise as products evolve.
Contribute to documentation for quick support of recurring errors.
Perform other related duties as required to accomplish the objectives of the position.
Adhere to all company policies, including safety and Fair Housing.