Homebody CSR
Entrata is a global leader serving property owners, managers, and residents with a comprehensive software suite. The Technical Support Engineer (TSE) provides technical assistance to customers, ensuring efficient problem resolution and excellent customer service.
Responsibilities
- Provide technical support and troubleshooting via telephone, ticket, and/or chat
- Develop subject matter expertise in our core technologies, and at least one other technology specialty
- Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers and stakeholders
- Ability to actively listen, ask relevant questions, and challenge customers appropriately
- Maintain ownership and communication responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution
- Educate customers on Entrata’s software and products
- Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue
- Champion customer issues from feedback through the delivery of a solution
- Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations
- Participate in team and department meetings
- Assist with special projects and other duties as assigned
Skills
- 1+ years of work experience in a technical support capacity supporting B2B support to Enterprise level customers
- Strong technical, analytical, and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments
- Ability to adapt quickly to change, think on your feet, communicate positively, and work proactively
- 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
- A proven passion for providing an exceptional customer experience
- Strong attention to detail
- Associate's degree or equivalent work experience
- Proven ability to utilize, create and update knowledge base resources in the course of your work
- Industry experience in property management or property management-related software
- Bilingual 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, 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.
Company Overview
Company H1B Sponsorship