Associate Technical Account Manager

Great opportunity to join Yardi's WUN team! The Associate Technical Account Manager will responsible for implementing and supporting Yardi’s co-working software KUBE. This role will work in an environment that uses several modes of communication, including telephones, chat, instant messaging and email.

Responsibilities:

• Work a standard 8 hours shift, Monday through Friday
• Participate in an on-call support rotation (currently 1 week in 4) once training is complete
• Troubleshoot simple to moderate problems, requests and questions from end users.
• Assist customers to make software configuration decisions that will support the needs of their organization and end user community
• Navigate and recommend choices during application setup within the existing application specifications and capabilities
• Collect information regarding potential system enhancement needs
• Review and test each new release to assist in issue identification
• Train co-working and shared space customers to setup, configure, and operate our proprietary SAAS (software as a service) application
• Assist and facilitate meetings with end-users/business owners.
• Work independently on assigned tasks and tickets
• Create and maintain training documentation in your assigned area of expertise
• Manage and resolve customer complaints
• Escalate issues as need to senior staff and management

Requirements:

• Strong customer service skills
• Experience using MAC computers and applications
• Excellent written and verbal communication skills
• Previous experience exercising initiative, judgment, and diplomacy
• Excellent interpersonal, organizational, and communication skills (in English)
• Ability to manage workload independently, as well as part of a team
• Ability to rapidly comprehend and support software applications
• Minimum 1 year of software training or software support experience
• Reliable and capable under pressure

Desired Skills:

• Understanding of basic business accounting rules
• Experience troubleshooting and supporting web based applications
• Knowledge of basic networking concepts such as DNS, DHCP, HTTP, SSL, and TCP/IP
• Ability to troubleshoot system and application connectivity and permissions issues
• Knowledge of Quick Book configuration and operation
• Knowledge of Stripe and/or Authorize.net merchant accounts
• Bilingual skills will be considered a positive attribute

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