Systems Support - Systems Support
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, RentCaf, 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.
ESSENTIAL DUTIES AND 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.
QUALIFICATIONS AND SKILLS
- Experience in property management or related business operations required
- Minimum 2 years of Yardi software experience
- Understanding of basic accounting principles
- 1- 2 years in a Yardi support role is a plus
- 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
ENVIRONMENTAL AND PHYSICAL DEMANDS
The environmental and physical demands described here are representative of those an individual must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Office and manufacturing environments utilizing an office desk – sitting, reading, listening, and speaking
- Strong sensory skills, such as good eyesight, good hearing, and dexterity; Ability to comprehend, speak, write and communicate.
- Ability to operate office equipment, including computers, copiers, fax machines, and phones
- Ability to frequently walk, stand, stoop and bend
- Constant communication with others to exchange information
- Occasional travel between properties or to company meetings and/or trainings