Remote Help Desk Support – Yardi Senior Suite (UK)

About the role

The Support, Help Desk role is a front‑line position responsible for assisting stakeholders using the Yardi Senior product suite. Working remotely from the UK, you will troubleshoot technical issues, respond to inquiries, and ensure timely resolution of support tickets.

Key responsibilities

• Respond to inbound support requests via help‑desk platform, phone, email or chat.
• Troubleshoot and resolve technical issues related to the Yardi Senior suite.
• Document, prioritize and track all inquiries in ticketing systems such as JIRA, ServiceNow or Zendesk.
• Maintain regular ticket updates and meet SLA targets for response and resolution times.
• Guide users through platform features, provide training and share best practices.
• Stay current on new product features and releases.
• Collaborate with internal support teams and communicate status updates to senior leadership.
• Identify and mitigate risks, dependencies and impediments.

Required profile

• Minimum 3 years experience in help‑desk or customer‑service support, preferably in a SaaS or senior‑housing software environment.
• Strong knowledge of the Yardi Senior product suite (highly preferred).
• Experience with ticketing platforms such as JIRA, ServiceNow or Zendesk.
• Ability to manage multiple work portfolios and apply project‑management or agile practices.
• Excellent documentation and reporting skills.

Required skills

• Yardi Senior product suite
• JIRA
• ServiceNow
• Zendesk