Application Support Specialist

Tricon Residential is an owner, operator and developer of single-family rental homes in the U.S. and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon’s culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life’s potential.

We strive to be North America’s premier rental housing company. Our business philosophy involves taking care of our team first – empowering them to provide our residents with exceptional service and to positively impact the local communities where we operate. By providing an enhanced living experience, our residents rent for longer periods of time, treat our properties like their own, and share their experience with friends and family. This is how we continue to grow, and it is an approach that has proven to generate positive returns for our stakeholders. For more information, visit Tricon Residential.

Job Description

The Applications Support Specialist role is responsible for providing technical assistance and support to all departments across all technology platforms.

• Prioritize and deliver excellent customer service, troubleshooting and resolving issues related to Tricon’s technology solutions.
• Document, prioritize and track all Yardi Voyager 7S support tickets in the ticketing system (Zendesk)
• Meet SLA expectations for ticket responses based on priority
• Enforce best practices to ensure data integrity throughout the organization
• Analyze patterns in user requests to identify actionable insights for process improvement
• Account creation and enforcement of user security groups and permissions
• Ability to answer typical IT software support questions
• Assist with the development of training material and documentation
• Coordinate system upgrades for new plug-ins, service packs and Voyager releases.
• Regularly contributes to and updates knowledge base system
• Generate reports on system usage and ticket history as needed
• Maintain SLA and ticket closure goals using service desk software
• Ensure proper communication and follow up with user support requests
• Escalate tickets when tier 2+ support is needed
• Troubleshoot issues and identify patterns to provide root cause analysis

Qualifications:

• Strong knowledge of Yardi Voyager 7S is required
• Residential real estate (single-family and/or multi-family) experience is required
• 2+ years of experience with technical troubleshooting, customer support, and account management
• General Accounting knowledge strongly desired
• Strong customer service orientation is essential
• Ticketing system experience is required
• Strong attention to detail, problem-solving and process improvement skills
• Must have passion for learning new technology and developing innovative solutions

Minimum Requirements:

• Bachelor’s degree or a combination of industry certifications and equivalent related work experience
• Excellent verbal and written communication skills
• Demonstrated ability to handle a fast-paced environment, and the ability to prioritize and complete tasks
• Ability to think critically to analyze issues and propose solutions
• Work well in a team environment; willingness to collaborate to find optimal business solutions

At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.