Senior Technical Support Representative
Description
Responsibilities
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Provide technical support and troubleshooting via telephone, ticketing systems, and chat, handling more complex and escalated issues.
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Develop deep subject matter expertise in core technologies and multiple specialized technology areas.
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Maintain ownership of assigned incidents from initial report through resolution, ensuring thorough communication and timely updates.
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Educate customers on software functionalities, best practices, and product updates, while offering proactive solutions.
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Identify, document, and report software issues, design concerns, and reliability challenges to appropriate internal teams.
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Act as a resource for junior support engineers, providing guidance and mentorship.
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Participate in team meetings, contribute to knowledge base documentation, and support continuous improvement initiatives.
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Assist with special projects and other duties as assigned.
Essential Functions
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Analyze and troubleshoot complex technical issues related to software functionality and system performance.
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Communicate effectively with customers and internal teams, ensuring clarity and professionalism in all interactions.
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Maintain accurate and detailed records of customer interactions, troubleshooting steps, and resolution paths.
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Adhere to established support protocols, while identifying opportunities for process improvements.
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Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.
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Maintain professional interaction with internal and external stakeholders
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Ability to work in a fast-paced and high-stress environment.
Minimum Qualifications
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Strong technical, analytical, and problem-solving skills in a high-pressure, multi-platform environment.
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Excellent written and verbal communication skills with the ability to document and articulate issues effectively.
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Ability to adapt quickly to changing priorities and customer needs while demonstrating initiative.
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Proven ability to mentor and assist junior support engineers
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Strong attention to detail and commitment to providing an exceptional customer experience.
Education and Experience Requirements
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Associate's degree or equivalent work experience.
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Minimum of 2-4 years of experience in a technical support role, preferably supporting B2B enterprise-level customers.
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Experience with property management software or related industry experience is a plus.
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Familiarity with knowledge base systems and documentation best practices is preferred.
AI and Operational Fluency
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AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.
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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.
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Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.
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Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.
Skills
As published by lever · 11 questions · 1 written answer
Basics
Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, LinkedIn URL, GitHub URL, Portfolio URL
Short answers (2)
- What is your preferred name?
- What is your desired yearly compensation?
Pick from a list (8)
- How did you learn about this position? optional
- Which state do you currently live in? optional
- Do you now, or will you in the future, require sponsorship to legally work in the United States? ( Non US resident status will not automatically rule out further consideration in the recruitment process.)
- Do you have any signed agreements regarding competition with your current employer or with a previous employer?
- If you answered "Yes" to the question above, are you willing to provide Entrata with a copy of these non-compete agreements?
- Have you worked for an Entrata customer in the past 120 days?
- Have you worked for Entrata in the past?
- Do you have any relatives currently employed by Entrata? Relatives would include a spouse or civil union partner, parents, stepparents, foster parents, father-in-law, mother-in-law, children, stepchildren, foster children, sons-in-law, daughters-in-law, grandparents, grandchildren, brothers, sisters, brothers-in-law, sisters-in-law, aunts, uncles, nieces, nephews, and first cousins. (Entrata maintains a Nepotism and Dating Policy to ensure fairness and prevent potential conflicts in the workplace. This question is asked solely for the purpose of enforcing that policy)
Written answers (1)
- If you answered "Yes" to having a relative currently employed at Entrata, please share who they are what your relation to them is. optional