What are the responsibilities and job description for the Yardi Support Analyst position at REDIRECT, INC.?
Position Description: Company Overview
REdirect Consulting is a leading provider of real estate technology solutions with a global reach. REdirect takes an advocate's approach to consulting, partnering with its clients to craft and implement solutions that carefully match their business and budget requirements and reach their technology goals with a full understanding of their business challenges.
Job Description
The Support Analyst focuses on providing application support services to REdirects clients in the Multi-family and Commercial real estate markets. This is a dynamic role incorporating a blend of account management, application installation & setup, user training and support. The Support Analyst will provide expertise for our real estate industry application, Yardi. A candidate with residential real estate experience is preferred.
Responsibilities
Field client requests via ticketing system, email and/or phone
Understand and interpret client requests accurately
Monitor and prioritize Level 2 and Level 3 tickets, ensuring timely resolution
Escalate unresolvable tickets to management for appropriate handling
Enter and manage cases in support ticket system
Identify repeat requests, perform root-cause analysis and recommend the appropriate solution to reduce repetitive requests
Provide support for assigned software applications
Provide remote training for clients
Perform remote software installation services
Proactively communicate updates of case status to internal and client stakeholders
Ensure ticket resolution addresses client needs with the appropriate level of detail and within a reasonable timeframe
Meet client SLA requirements for response time, resolution and escalation as appropriate
Applies knowledge and best practices while serving as an advisor to the client
Document and share best practices with internal team
Stay current on Yardi product updates and new features
Skills/Requirements
Bachelors degree in finance, computer science, or equivalent relevant experience
Yardi experience is required, including Residential and Core
Experience assisting clients with business processes such as reconciling receivables, calculating management fees and reconciling bank accounts.
Experience supporting desktop and enterprise computer applications in a corporate or client service (ex. software vendor) organization
Experience with Microsoft Office applications (Word, Excel, PowerPoint)
Experience with MS SQL queries and relational databases is preferred
Demonstrated ability to manage multiple tasks/cases and competing priorities
Strong technical aptitude and work experience with technical applications and systems
Excellent verbal and written communication skills that are modified to meet client needs and level of expertise and sophistication
Our salary ranges are based on paying competitively for our company's size and industry and are one part of the total compensation package that also includes benefits, and other opportunities at REdirect. In accordance with New York City, Colorado, California, and other applicable laws, REdirect is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on several factors, including qualifications for the role, experience level, skillset, and geography.
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