Help Desk Support (P-128)

SMASH, Who we are?

We are agents for tech professionals in Costa Rica and Colombia that help them build careers in the United States.

We believe in long-lasting relationships with our talent.

We invest time getting to know them and understanding what they seek as their professional next step.

We aim to find the perfect match.

As agents, we pair our talent with our US clients, not only by their technical skills but as a cultural fit.

Our core competency is to find the right talent fast.

We purposefully move away from the “contractor” or “outsourcing” type of relationship.

Our clients don’t want contractors or “just a service.” Neither does our talent.

Our Benefits Wellness Coverage Remote Work Birthday day off Recognition and rewards system Referrals Program Business skill coaching English classes for Smashers and relatives Learning opportunities This position is Remote to work with a US Company.

Role summary You will provide first-line technical support for the Yardi Senior product suite, resolving user issues and ensuring a positive support experience.

This role focuses on troubleshooting, documentation, and collaboration with cross-functional teams to maintain service quality and system reliability.

Responsibilities Respond to inbound support requests via help desk platform, phone, email, or chat.

Troubleshoot and resolve user and technical issues within the Yardi Senior product suite.

Log, prioritize, and track all inquiries using ticketing systems such as JIRA, ServiceNow, or Zendesk.

Ensure timely updates and resolutions of open support tickets while maintaining SLAs.

Guide stakeholders through system functionality and offer practical solutions.

Stay current with Yardi product updates and new features to deliver knowledgeable support.

Collaborate with internal teams to resolve escalated issues efficiently.

Create documentation and contribute to internal knowledge bases.

Communicate system performance insights and recurring issues to leadership.

Proactively identify risks and recurring challenges to improve support processes.

Requirements – Must-haves 3+ years of experience in help desk or technical support roles (SaaS environment preferred).

Strong familiarity with Yardi Senior product suite or similar property management software.

Hands-on experience using help desk or CRM tools such as JIRA, ServiceNow, or Zendesk.

Basic troubleshooting knowledge of SaaS, web-based, and IT systems.

Strong customer service orientation with excellent communication and problem-solving skills.

Ability to manage multiple priorities and maintain detailed documentation.

Experience collaborating across technical and business teams.

Nice-to-haves (optional) ITIL or Help Desk Management certification.

Agile, Six Sigma, or PMP certification.

Experience supporting users in the property management or senior housing industries.

Familiarity with project management practices or Agile methodologies.

Languages English B2+, Spanish C1 Powered by JazzHR