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.
AI & Operational Fluency
AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.
Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations.
Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.
Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.
Skills Required
- 1+ years of experience in a technical support role
- Strong technical, analytical, and problem-solving skills in a multi-platform environment
- Excellent written and verbal communication skills
- Ability to adapt quickly to changing priorities
- Associate's degree or equivalent work experience
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.
