Full-Time

Manager of Technical Support

Rent Plus

Posted on 9/5/2024

Entrata

Entrata

1,001-5,000 employees

Property management software with integrated tools

Enterprise Software
Real Estate

Mid, Senior

Logan, UT, USA

Hybrid position based in Logan, UT.

Category
IT Support
IT & Security
Required Skills
Communications
Customer Service
Requirements
  • 3+ years of customer support or customer service experience in a SaaS organization
  • Exemplifies all corporate values and adheres to all the corporate codes of conduct
  • Strong business acumen and comfortability in developing executive relationships
  • Approachable and able to clearly communicate technical items to team members and customers.
  • Outstanding task management skills across a varied set of responsibilities in a fast-paced, high volume environment
  • Willingness to be a hands-on contributor; excellent communication skills, including issue tracking, triaging and crisis management
  • A history of achieving results through collaboration and successful teamwork
  • World class customer service and communication skills, both verbal and written
  • Excellent problem-solving skills
  • Demonstrated technical problem solving proficiency
  • Proven coaching and mentoring abilities
Responsibilities
  • Manages and oversees the operations associated with a team of front-line technical staff providing end-to-end support for Entrata Products
  • Advocate internally and externally for the success of the customer, team, and department.
  • Engage regularly with team members through team meetings, one on ones, and impromptu coaching sessions to ensure existing and new expectations are being met and document such interactions.
  • Review team and department performance regularly utilizing data, trends, and feedback from employees and customers.
  • Prioritize, assign and manage department activities and projects in accordance with the department’s goals and objectives. Adjust hours of work, priorities, and staff assignments to ensure efficient operation, based on workload
  • Reinforce and build processes that improve customer and employee experience and balance the team’s workload.
  • Govern the daily, weekly and monthly schedules and tasks of the team.
  • Be available for customer escalations and resolve all customer challenges.
  • Collaborate with other departments to improve relationships, flow of information, and inter-departmental processes.
  • Generate new ideas for special projects and take responsibility for assigned projects from department leadership and ensure completion with a high standard of quality.
  • Organize and deliver onboarding training to ensure employee satisfaction and retention
  • Practice discretion and confidentiality when handling sensitive information
  • Responsible for recruiting, hiring and termination for the department
  • Coach and develop others actively
  • Foster open and cross-functional communication

Entrata provides property management software that simplifies the management of apartment communities. Its platform allows users to access various online tools through a single login, including features for websites, mobile apps, payment processing, lease signing, accounting, and resident management. The software integrates easily with third-party applications via an open API, enabling property management companies to customize their technology according to their needs. Entrata stands out from competitors by offering a comprehensive suite of services that enhances operational efficiency and improves the experience for residents. The company's goal is to streamline property management processes and provide a better living experience for residents in the communities they serve.

Company Stage

Growth Equity (Venture Capital)

Total Funding

$493.2M

Headquarters

Lehi, Utah

Founded

2003

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Entrata's partnership with Freddie Mac enhances residents' financial stability through credit-building.
  • The integration with Respage boosts marketing and automation capabilities for property managers.
  • Entrata's expanded API program facilitates seamless technology integrations with partners like Hott Solutions.

What critics are saying

  • 'Inception Fraud' poses a significant risk to property management companies, including Entrata.
  • The convergence of hospitality and residential technology increases competition in the multifamily market.
  • New tech-enabled hospitality companies can challenge Entrata's market position.

What makes Entrata unique

  • Entrata offers a single-login, open-access platform for property management.
  • The platform integrates with third-party applications through an open API.
  • Entrata serves over 20,000 apartment communities with comprehensive management tools.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Paid Vacation

Flexible Work Hours

Remote Work Options

401(k) Retirement Plan

401(k) Company Match

Wellness Program

Mental Health Support

Parental Leave

Employee Discounts

INACTIVE