Customer Service Representative, Entrata

• 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

Desirable

• The Customer Service Representative is a frontline support and provides technical assistance to our customers' technical and non-technical staff who utilize and support our suite of property management solutions
• You will provide professional business-to-business customer service, with awareness of the critical nature of these solutions to our customers who are using them
• Using best practices in troubleshooting, communication and problem resolution, you will ensure that any reported problems as well as issues that you anticipate are resolved in an efficient and effective manner
• You will work closely with other Customer Service Representatives and with colleagues across the company to collaborate on behalf of the customer and will accelerate issues toward timely resolution and provide the customer with timely and complete communication along the way.​
• 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