Yardi Support Analyst

Analyst, Support

Location:  Charlotte, NC

Type: Full-Time, Salaried 

Reports To: Sr. Consultant, Support

Salary: $50,000.00 per year and up, DOE

About the Company

Founded in 2011, 33Floors is the world's largest software consultancy dedicated exclusively to the Yardi platform. Trusted by leading real estate firms worldwide, our team operates across more than 30 countries, helping clients solve complex challenges and unlock the full value of their Yardi systems.

At 33Floors, you'll join a global team of over 65 specialists delivering expertise in Yardi implementation, support, development, and data services. You'll learn from seasoned industry experts, contribute to high-impact projects, and see your work make a real impact. Join 33Floors and become part of an international business that values collaboration, innovation, and professional development in a supportive and dynamic environment. 

To learn more about 33Floors, please visit www.33floors.com.

About the Role

We are looking for a strong candidate to join our team as someone who provides first-level support to clients and internal users at all levels who are experiencing difficulties with the company’s Property Management Accounting System and associated web-based applications. This position provides assistance to employees and clients globally, primarily via phone, email, and Teams meetings. The nature of the assistance may vary but is beyond that of a typical help desk agent, and may include software setup, data import, user account creation, hardware and software troubleshooting, and triaging issues outside of their area of knowledge to the appropriate technical levels.

Responsibilities

Provide first-level response to incoming support tickets.

Troubleshoot common application issues specifically for Commercial and Residential Property Management Systems (Yardi).

Log requests from end users and track them through the HelpDesk system for resolution

Regularly contribute to and update a knowledge base system.

Utilize self-service technical support tools for clients and end users, such as RACIs, FAQ's, live chat, knowledge base, manuals, etc.

User walk-through of set-ups

Follow up with users to ensure that the issue has been resolved

Escalate complex or unresolved issues to internal SMEs or higher-tier support as needed.

Adhere to client policies, procedures, and processes in all support activities.

Participate in UAT (User Acceptance Testing) on new features and functionality as part of regular release cycles

Support team members as required

Maintain accurate time records for all support activities for client billing purposes.

Perform special assignments as requested by Manager

Qualifications and Education Requirements

Bachelor’s or Associate's degree in Computer Science or related field or equivalent

Minimum of one (1) year of support or help desk experience 

Minimum of one (1) year of computer operations or related experience required

Advanced Microsoft Excel skills required

Strong customer service orientation aptitude is essential 

Strong knowledge of computer software and programs (Excel, GSuite, and others)

Excellent verbal and written communication skills required

Must demonstrate a genuine enthusiasm for learning and professional growth. A strong desire and commitment to continuous learning are essential to this role.

SQL knowledge a plus

Knowledge of Commercial and/or Residential Property Management or Accounting Systems preferred

Previous experience in an on-site property management role is considered a plus.

Flexibility to work outside standard business hours, including occasional evening shifts (e.g., 9 PM EST), as needed

Preferred Skills

In addition to the technical skills and experience listed above, the ideal candidate for this position would be a self-motivated individual who demonstrates attention to detail, a passion for problem-solving and customer service, and is capable of overcoming obstacles. Must enjoy working in a fast-paced, dynamic team environment.

Compensation

We offer a competitive compensation package, including PTO, paid holidays, sick time, and medical/dental/vision and retirement benefits. Lunch is provided 3 days per week.