About this Customer Service Representative role at Entrata

Entrata · Hybrid · Logan, UT

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.

This is a hybrid position based out of our Logan office, requiring 3 days per week on-site

Shift: Monday to Friday 9:00 a.m. – 6:00 p.m. MDT/MST

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

Benefits:

Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance.

Comprehensive medical, dental, and vision coverage, including fertility benefits, available for eligible employees and their families.

HSA/FSA options and employer-paid disability benefits provided for eligible employees.

Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security.

Wellness initiatives promoting physical and mental well-being, access to an onsite gym at HQ, gym memberships, mental health resources, wellness challenges, and employee assistance programs.

Entrata Cares programs offers opportunities for volunteerism, charity events, and giving back to our community.

Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits.

Bi-annual swag drops for employees

Currently, Entrata hires in Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, and Illinois for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles.

Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.

It’s a great place to work! Will you join us?

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About this Customer Service Representative role at Entrata

Responsibilities:

Minimum Qualifications:

Preferred Qualifications:

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