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Application Support Analyst

Internal Title: Analyst, Support

Location:  Charlotte, NC

Type: Full-Time, Salaried 

Salary: $50,000.00 per year and up, DOE

About the Company

Founded in 2011, 33Floors is the world's largest software consultancy dedicated exclusively to the Yardi platform. Trusted by leading real estate firms worldwide, our team operates across more than 30 countries, helping clients solve complex challenges and unlock the full value of their Yardi systems.

At 33Floors, you'll join a global team of over 65 specialists delivering expertise in Yardi implementation, support, development, and data services. You'll learn from seasoned industry experts, contribute to high-impact projects, and see your work make a real impact. Join 33Floors and become part of an international business that values collaboration, innovation, and professional development in a supportive and dynamic environment. 

To learn more about 33Floors, please visit www.33floors.com.

About the Role

We're looking for a curious, technically minded problem-solver to join our team as an Application Support Analyst.

You do not need previous Yardi or property management experience to be successful in this role, as we provide training. What matters most is your ability to troubleshoot problems methodically, communicate clearly with users, take ownership of issues, and learn unfamiliar systems quickly.

This role sits at the intersection of technical support, enterprise applications, and client service. You'll provide front-line support to clients and internal users experiencing issues with Yardi property management and accounting applications and related web-based systems.

Support is provided to users around the world, primarily through phone, email, and Microsoft Teams. The work goes beyond a traditional help desk role and may include application configuration, data imports, user access and account setup, software troubleshooting, testing, documentation, and investigation of application or data issues.

You'll also work closely with experienced consultants and technical specialists, escalating more complex issues while continuing to build your own Yardi, technical, and industry knowledge.

For someone interested in enterprise applications, systems analysis, technical consulting, or software support, this role offers an excellent opportunity to develop specialized expertise and grow your career.

Responsibilities

• Provide timely first-level response to incoming support requests and take ownership of tickets through resolution or appropriate escalation.
• Troubleshoot common application issues within Yardi Commercial and Residential Property Management systems.
• Investigate user-reported issues methodically and gather the information needed to identify the cause or next step.
• Log, prioritize, document, and track requests through the HelpDesk system.
• Communicate clearly with users throughout the troubleshooting process and follow up to confirm that issues have been resolved.
• Assist users with application setup, user access, account creation, and system configuration.
• Guide users through application setup and troubleshooting procedures.
• Support data imports, validation, and other application-related activities as needed.
• Create and maintain clear documentation, troubleshooting guides, FAQs, and knowledge-base articles so that solutions can be reused across the team.
• Use available support resources, including documentation, knowledge bases, manuals, FAQs, live chat, RACIs, and other self-service tools.
• Escalate complex or unresolved issues to internal subject matter experts or higher-tier technical teams, providing clear context and documentation.
• Participate in User Acceptance Testing (UAT) for new features and functionality as part of regular release cycles.
• Adhere to client policies, procedures, and processes in all support activities.
• Collaborate with teammates and support colleagues as needed.
• Maintain accurate time records for client-billable support activities.
• Complete special assignments and projects as requested by your manager.

Qualifications and Requirements

We're more interested in how you approach problems and learn new technology than whether you've worked with Yardi before.

You may be a strong fit if you:

• Have at least one year of experience in IT support, help desk, application support, technical customer support, software testing, systems support, or a related environment.
• Enjoy troubleshooting and figuring out why something isn't working.
• Take ownership of problems and follow them through instead of simply passing them along.
• Can explain technical issues clearly and professionally to non-technical users.
• Are comfortable managing multiple requests and priorities in a fast-paced environment.
• Pay close attention to detail and document your work clearly.
• Know when to continue investigating independently and when to involve someone with deeper expertise.
• Enjoy learning new software, processes, and business concepts.
• Have a strong customer-service mindset and genuinely enjoy helping people solve problems.
• Are self-motivated, dependable, and comfortable working as part of a collaborative team.

Required Technical Skills:

• Strong general computer and software skills.
• Comfortable troubleshooting Windows, applications, user access, and common software issues.
• Strong Microsoft Excel skills, including experience with functions such as lookups, filtering and sorting, PivotTables, and working with structured datasets.
• Comfortable working with Microsoft Teams, Google Workspace, and similar business applications.
• Experience with ticketing/help desk systems or other systems used to track and manage requests.
• Exposure to SQL, databases, reporting tools, or data validation is a plus but is not required.
• Experience creating technical documentation, process notes, knowledge-base content, or user instructions is a plus.
• Experience with UAT, QA, software testing, or validating application changes is a plus.

Preferred Skills

In addition to the technical skills and experience listed above, the ideal candidate for this position would be a self-motivated individual who demonstrates attention to detail, a passion for problem-solving and customer service, and is capable of overcoming obstacles. Must enjoy working in a fast-paced, dynamic team environment.

Previous Yardi, commercial property management, residential property management, or property accounting experience is helpful, but it is not required.

Compensation

We offer a competitive compensation package, including PTO, paid holidays, sick time, and medical/dental/vision and retirement benefits. Lunch is provided 3 days per week.