• Support the delivery of service desk transformation initiatives • Analyse current support processes and identify improvement areas • Assist in creating and documenting: SOPs, Runbooks & Knowledge base content • Work with distributed teams to align support practices • Support tooling improvements and service optimisations • Assist with reporting, metrics, and service performance tracking • Act as a bridge between BAU teams and transformation activities

Role Description This position is responsible for the administration and support of our Yardi platforms, including: - Evaluating, documenting, and maintaining the systems - Keeping them in sync and up to date with the latest available plug-ins - Controlling user access and permissions - Keeping the system compliant with both internal and external audits Essential duties and responsibilities include: - Responding to and resolving complex support tickets related to Yardi software - Developing simple to complex YSR reports in Yardi - Creating stored procedures, system validations, email notifications, and scheduled tasks - Creating and uploading ETL files for different business functions - Collaborating with internal customers to troubleshoot and find solutions for technical issues - Providing guidance and training on software functionalities to enhance user experience - Documenting support interactions and maintaining accurate records of issues and resolutions - Working closely with development teams for escalated issues that require specialized attention - Driving enhancements and optimization Qualifications - Bachelor’s Degree in Information Technology or Software Engineering - Minimum 5 years of technical support experience with Yardi or similar property/real estate management software - Experience with ERP: Yardi Voyager, Orion, Rent Café - Database knowledge: MYSQL, Oracle, PL/SQL - Familiarity with Reporting Tools: YSR (Yardi Spreadsheet Reporting), Correspondence, Adhoc Reporting, Columnar Scripting - Experience with YSR Dashboards - Knowledge of ETL: Data Import and Export - Automation skills: Automating reports/functions in Yardi, creating packages (SQL Script), Task Runner, Report Scheduler, Notification, Critical Dates - Strong problem-solving skills and the ability to work independently - Excellent communication skills, both written and verbal - Familiarity with customer service best practices and support ticketing systems - Proficiency in using Yardi software features and functionalities - Solid understanding of property management processes Requirements - Fully remote - Fluent in English - Will work 8:00 AM to 5:00 PM US Pacific Time (PST)

• Provide expert troubleshooting and guidance on technical issues across multiple channels (email, video calls). • Deliver a world-class customer experience by actively listening to concerns, empathizing with customers, and resolving issues in a timely and effective manner. Use your communication skills to relay valuable feedback to product and engineering teams to improve our platform and support processes. • For complex issues, you’ll know when to escalate to senior technical teams or other relevant stakeholders, ensuring a smooth transition and swift resolution for the customer. • Accurately document all customer interactions and technical issues in Salesforce, and track trends to help identify opportunities for process and product improvements. • Contribute to the continuous growth of Airtable’s knowledge base by creating and updating helpful resources based on customer interactions. • Stay ahead of new features and product updates. You'll educate customers on best practices and help them leverage Airtable to optimize their workflows and business processes.

• Provide basic technical support to customers who are experiencing technical issues with their products or services • Identify and troubleshoot technical problems, and provides timely and effective solutions to customers • Communicate technical solutions to non-technical customers in a clear and concise manner • Ensure accurate ticket triaging • Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed • Escalate complex issues to higher-level team members as necessary • Document customer interactions and technical issues in a customer relationship management (CRM) system • Provide excellent customer service to ensure customer satisfaction and loyalty • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed to resolve customer issues • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.