# Technical Support Representative

**Company**: Entrata
**Location**: United States
**Work arrangement**: remote
**Job type**: Full-Time
**Salary**: USD 15.05-23.65 per-hour-wage
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.lever.co/entrata/6f285ba2-ee23-4bc6-898c-e7f83df34bc4?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_76eb7241-3f1

## Description

We are seeking a Technical Support Representative to provide frontline technical assistance to customers utilizing a suite of property management solutions. This role involves troubleshooting, diagnosing, and resolving software-related issues while maintaining a high level of professionalism and customer service.

Responsibilities:

- Provide technical support and troubleshooting via telephone, ticketing systems, and chat.

- Develop subject matter expertise in core technologies and at least one other specialized technology area.

- Maintain ownership of assigned incidents from initial report through resolution, ensuring clear communication throughout the process.

- Educate customers on software functionalities, best practices, and product updates.

- Document and report software issues, design concerns, and reliability challenges to appropriate internal teams.

- Participate in team meetings and contribute to continuous improvement initiatives.

- Assist with special projects and other duties as assigned.

Essential Functions:

- Analyze and troubleshoot technical issues related to software functionality and system performance.

- Communicate effectively with customers, ensuring clarity and professionalism in all interactions.

- Maintain accurate and detailed records of customer interactions and troubleshooting steps.

- Adhere to established support protocols, ensuring timely issue resolution.

- Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.

- Maintain professional interaction with internal and external stakeholders.

- Ability to work in a fast-paced and high-stress environment.

Minimum Qualifications:

- Strong technical, analytical, and problem-solving skills in a complex, multi-platform environment.

- Excellent written and verbal communication skills with the ability to document issues effectively.

- Ability to adapt quickly to changing priorities and customer needs.

- Strong attention to detail and commitment to providing an exceptional customer experience.

Education and Experience Requirements:

- Associate's degree or equivalent work experience.

- Minimum of 1+ years of experience in a technical support role, preferably supporting B2B enterprise-level customers.

- Experience with property management software or related industry experience is a plus.

- Familiarity with knowledge base systems and documentation best practices is preferred.

Benefits:

- Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance.

- Comprehensive medical, dental, and vision coverage, including fertility benefits, available for eligible employees and their families.

- HSA/FSA options and employer-paid disability benefits provided for eligible employees.

- Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security.

- Wellness initiatives promoting physical and mental well-being, access to an onsite gym at HQ, gym memberships, mental health resources, wellness challenges, and employee assistance programs.

- Entrata Cares programs offers opportunities for volunteerism, charity events, and giving back to our community.

- Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits.

- Bi-annual swag drops for employees

## Skills

### Required
- technical support
- troubleshooting
- analytical skills
- communication skills

### Nice to have
- property management software
- knowledge base systems
- documentation best practices

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/entrata/6f285ba2-ee23-4bc6-898c-e7f83df34bc4?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)