Technical Support 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. ### 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.