Customer Service Representative

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