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Entrata

Sr Business Support Specialist

Hybrid Customer Support
Added
10 days ago
Location
Type
Full time
Salary
Not Specified

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Related skills

php ms sql server root cause analysis incident management technical support

Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.

Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, Israel, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize different perspectives, endeavoring to craft a better world to live in.

The Support Specialist functions as the semi-technical expert for all things related to the product suite assigned to them. This position is primarily responsible for developing a deep understanding of the technical aspects of the product suite and will act as a point of reference / escalation and work the most complex tickets. A successful candidate must be the best and brightest, highly motivated, innovative and disruptive, a fast worker and fierce competitor.

Core Qualifications

  • 3+ years of strong experience of functional, technical, implementation and production support with a customer driven approach.
  • Collate data for proactive service improvement initiatives including trending of Incidents, performing Root Cause Analysis and other MI (Manual Intervention) to identify improvement actions. Create a training documentation with resolutions steps, small video tutorials, screen grabs and collaborate with product and engineering teams to share Root Cause Analysis on the incidents so that they can take further steps to enhance the Product.
  • Drive complex or major incident resolution, implement or coordinate higher scale chains.
  • Strong functional business application acumen. Ability to learn new technologies quickly.
  • Must be creative, innovative and flexible with the ability to work in a matrixes environment.
  • Act a coach, Mentor for the respective product suite and collaborate with operational teams to guide them on to root cause analysis of the incidents, patterns of the incidents. Provide any process improvement training with screen capture, small videos during resolution process to enhance the product operational work-flow.
  • Be a strategic partner with respective Suite leaders and work closely with them, proactive in approach in providing lead technical support offering to them.
  • High impact, positive presence with partners. A strong credit to the Entrata brand.
  • Laser focused on returning excellent results, deep sense of personal accountability for delivery. “Goalkeeper”, line of last defence attitude towards upholding quality.

    • Preferred Qualifications

  • Degree in Information Systems or Computer Science or equivalent
  • Excellent analytical skills and solution driven approach.
  • Technically savvy with a self-starting desire to build a deep understanding of how the product works and delve deep into the features and functions in order to build the best possible technical support experience.
  • Concrete examples of building proactive interventions, processes and motions that help reduce customer friction at the fastest rate, lowest cost and highest satisfaction.
  • A growth attitude and mindset. Proven ability to scale at quality and support an accelerated growth agenda operationally.

    • Nice to Have

  • Experience partnering closely with product, engineering, training, customer success and professional services teams to improve outcomes for customers.
  • Solid presentation skills to showcase data trends and issue patterns to stakeholders.
  • PHP/MS SQL Server Live service/ Application/User support experience is must to have.

    • Additional Information

    Members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Excellent Alone, Better Together.” 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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