Customer Service Representative

Job description

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions. This is a hybrid position based out of our Logan office, requiring 3 days per week on-site Shift: Monday to Friday 9:00 a.m. – 6:00 p.m. MDT/MST ### 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 ### Minimum Qualifications: - 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 ### Preferred Qualifications: - 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 - Proven ability to utilize, create, and update knowledge base resources in the course of your work - Billingual