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