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.

The Support Analyst focuses on providing application support services to REdirects clients in the Commercial real estate market. 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 commercial real estate and/or affordable housing experience is strongly preferred.

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

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.