Yardi IT Helpdesk Support (Tier 1–3)

About the Company :

Relay Human Cloud is a young & dynamic company that helps some of the top US-based companies to expand their team internationally. Relay is a truly global company having its operations in US, India, Honduras, and Mexico (We are also adding a few more countries soon). Our core focus is to enable companies to connect with the best international talent. Relay helps its clients in majorly following areas : Accounting & Finance, Administration, Operations, Space Planning, Leasing, Data Science, Data Search, Machine Learning and Artificial Intelligence etc. Relay India operates from Ahmedabad and Vadodara offices. The principals and founders of Relay Human Cloud have been focused on delivering high-quality operations in cutting-edge companies for their entire careers.

Job Summary :

Yardi help desk support is organized by tiers, similar to other IT help desks, where Tier 1 handles initial, common issues, Tier 2 addresses more complex problems, and Tier 3 resolves the most difficult and specialized technical challenges. This structure ensures that issues are resolved efficiently, from simple inquiries to complex technical or data-related problems, by escalating them to the appropriate level of expertise

Key Responsibilities :

Tier 1 : Initial Support

Role : First point of contact for user inquiries.

Responsibilities : Answering basic questions, performing initial diagnostics, guiding users through solutions for common or recurring issues, and gathering information before escalating.

Examples : Helping a user navigate the Yardi interface or reset a password.

Tier 2 : Advanced Support

Role : Handles more complex problems that Tier 1 cannot resolve.

Responsibilities : Diagnosing and resolving technical issues, providing guidance on specific Yardi modules like Commercial or Residential, and ensuring data integrity and optimal system utilization.

Examples : Troubleshooting configuration issues or more complex functional problems

Tier 3 : Specialized Support

Role : Provides advanced and specialized technical assistance for the most difficult issues.

Responsibilities : Resolving highly complex or nuanced problems that require advanced expertise, such as debugging system crashes or addressing persistent performance issues.

Examples : Debugging system crashes or resolving complex data integrity issues

Qualifications :

Proficient in English, as you will be working directly with US-based clients.

Bachelor's degree in computer science, Information Technology, or a related field (or equivalent work experience)

Proven experience in Yardi property management software,

Excellent problem-solving and analytical skills

Why Join Relay Human Cloud? ✨

Opportunities to work with global clients

Dynamic and collaborative work environment

⚖️ Excellent work-life balance – 5-day workweek

Comprehensive health & accident insurance

Generous paid time off and holidays

️ Complimentary lunches & dinners

Quarterly, Semi-Annual & Annual recognition, rewards, and giveaways

Employee development programs – Communication, Soft Skills, and more

Vibrant cultural events – Fun Fridays, Month-End Celebrations, Sports Tournaments, and Festival celebrations

Excellent Employee Referral Program