What you will do:
Provide advanced technical support to customers via phone, online, and email
Offer 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
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 and review relevant updates on new and existing products
Be influential in improving procedures and processes that improve our efficiency and effectiveness
Who you are:
Proven ability to take initiative, stay motivated, and hold oneself accountable, contributing significantly to the success of a small, collaborative team.
3+ years of experience in technical support, specifically providing B2B support to enterprise-level customers.
Previous experience in a SaaS environment, with a demonstrated ability to quickly and thoroughly learn complex software platforms (e.g., Entrata).
Exceptional technical, analytical, and problem-solving skills, with a track record of resolving diverse, high-pressure issues across complex, multi-platform/system/vendor environments.
Strong written and verbal communication skills, capable of articulating details clearly, confidently, and assertively while maintaining a friendly and professional tone with all stakeholders.
As we are working cross-Entrata in multiple regions, expect to drive escalated customer problems to resolution through multiple internal and external channels.
Demonstrated passion for delivering an exceptional customer experience.
Experience in designing and delivering training sessions to enhance team and customer success.
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 is a huge advantage
Native or fluent in spoken and written English. A second European language, (German, Spanish, French, Dutch) would be ideal.
Skills Required
- 3+ years of experience in technical support, providing B2B support to enterprise-level customers.
- Previous experience in a SaaS environment, with ability to learn complex software platforms.
- Exceptional technical, analytical, and problem-solving skills.
- Strong written and verbal communication skills.
Entrata Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Entrata and has not been reviewed or approved by Entrata.
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Healthcare Strength — Healthcare coverage is characterized as comprehensive, with medical/dental/vision options, HSA/FSA access, and disability coverage described as solid. Health insurance is also framed as a relative highlight compared with other parts of the total rewards package.
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Retirement Support — Retirement offerings include access to a 401(k) with an employer match, indicating some structured long-term savings support. The match is described with enough specificity to suggest it is dependable, even if not positioned as best-in-class.
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Leave & Time Off Breadth — Time-off offerings are portrayed as generous, including PTO/vacation language, periodic company recharge days, and a winter shutdown period. Flexible work options (remote/hybrid where roles allow) are repeatedly presented as part of the broader rewards experience.
Entrata Insights
What We Do
Founded in 2003, Entrata® is the only comprehensive property management software provider with a single-login, open-access platform. Offering a wide variety of online tools including websites, mobile apps, payments, lease signing, accounting, and resident management, the Entrata platform currently serves more than 20,000 apartment communities nationwide. Entrata’s open API and superior selection of third-party integrations offer management companies the freedom to choose the technology and software that best fit their needs.
