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Remote Senior Technical Support Agent

Entrata · Vereinigte Staaten von Amerika · United States Of America · Remote

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Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.

Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize diverse perspectives, endeavoring to craft a better world to live in.

The Senior Technical Support Engineer (STSE) provides advanced technical assistance to our customers' technical and non-technical staff who utilize and support our suite of property management solutions. Our solutions incorporate property accounting, purchasing, facilities, and leasing data into the industry's most comprehensive property management software available. Our solutions utilize complex technologies and the associated issues require deep technical expertise and excellent problem-solving skills to resolve.

You will provide professional business-to-business customer service, with an awareness of the critical nature of these solutions to our customers who are using them. Using best practices in troubleshooting, communication, and problem resolution, you will ensure that any reported problems as well as issues that you anticipate are resolved in an efficient and effective manner. These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems with our software.

You will work closely with other Technical Support Engineers (TSEs) and with colleagues across the company to collaborate on behalf of the customer and will accelerate issues toward timely resolution and provide the customer with timely and complete communication along the way. As a subject matter expert, you will mentor other TSEs as well as collaborate and consult with your peers within your area of expertise. You will model excellence in all facets of your work and help other TSEs succeed by mentoring and coaching.

You will also work closely with teams outside of Technical Support including Product, R&D, and Training to ensure we holistically address customer needs.

  • We are currently hiring in the following states for this position: Utah, Idaho, Wyoming, and Texas.*


Responsibilities

  • Become a subject matter expert on relevant products
  • Provide advanced technical support to customers via phone, online, chat, and email
  • Verify issues before involving development teams.
  • Work closely with the Product and Development teams to address the needs of our clients
  • Respond to all tasks in the designated service level agreements and provide appropriate resolutions
  • Attend product sprint reviews and trainings
  • Be available and ready to assist your peers and co-workers as needed
  • Review relevant updates on new and existing products
  • Be influential in improving procedures and processes that will enhance our efficiency and effectiveness
  • Proactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills. Help co-workers improve their skills by helping them work through and successfully resolve more difficult cases
  • Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems, and assist peers in doing the same
  • Provide training to colleagues in real-time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products


Minimum Qualifications

  • 3+ years work experience in a technical support capacity providing B2B support to Enterprise level customers
  • Excellent technical, analytical, and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments
  • Must demonstrate empathy and understanding to increase client satisfaction and task efficiency
  • Ability to learn software quickly and thoroughly
  • Ability to adapt quickly to change, think on your feet, communicate positively, and work proactively
  • A proven passion for providing an exceptional customer experience
  • Motivated and proactive attitude while holding oneself accountable
  • Excellent professional, written, and verbal communication skills with the ability to capture all details in written form fluidly during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with
  • Experience in creating and providing training


Preferred Qualifications

  • Bachelor’s degree in Computer Science, Business Information Systems, or similar skills or equivalent work experience.
  • Industry experience in property management or property management-related software
  • Proven ability to utilize, create and update knowledge base resources in the course of your work
  • Proven ability to drive escalated customer problems to resolution utilizing appropriate internal and external resources
  • Experiences Relational Databases such as MSSQL, Oracle, MySQL, and MariaDB. REST APIs, SOAP APIs


Benefits

  • Medical, Dental, and Vision Benefits
  • 401K with Matching
  • Life Insurance
  • Flexible Spending Account
  • Short-term and Long-term Disability


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, mental health resources, wellness challenges, and employee assistance programs.

Family-centric leave policies supporting new parents during significant life events.

Entrata Cares programs offering 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

But members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Teamwork and Collaboration.” Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.

It’s a great place to work! Will you join us?