Senior Technical Support Engineer, Entrata

• Proven ability to take initiative, stay motivated, and hold oneself accountable, contributing significantly to the success of a small, collaborative team
• 3+ years of experience in technical support, specifically providing B2B support to enterprise-level customers
• Previous experience in a SaaS environment, with a demonstrated ability to quickly and thoroughly learn complex software platforms (e.g., Entrata)
• Exceptional technical, analytical, and problem-solving skills, with a track record of resolving diverse, high-pressure issues across complex, multi-platform/system/vendor environments
• Strong written and verbal communication skills, capable of articulating details clearly, confidently, and assertively while maintaining a friendly and professional tone with all stakeholders
• As we are working cross-Entrata in multiple regions, expect to drive escalated customer problems to resolution through multiple internal and external channels
• Demonstrated passion for delivering an exceptional customer experience
• Experience in designing and delivering training sessions to enhance team and customer success

Desirable

• Provide advanced technical support to customers via phone, online, and email
• Offer root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems, and assist peers in doing the same
• Verify issues before involving development teams
• Work closely with the Product and Development teams to address the needs of our clients
• Respond to all tasks in the designated service level agreements and provide appropriate resolutions
• Attend product sprint reviews and trainings and review relevant updates on new and existing products
• Be influential in improving procedures and processes that improve our efficiency and effectiveness