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Full-Time

Manager of Technical Support

Rent Plus

Posted on 9/5/2024

Entrata

Entrata

1,001-5,000 employees

Property management software and online tools

Data & Analytics
Consulting
Real Estate

Mid, Senior

Logan, UT, USA

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 offers property management software with online tools for websites, mobile apps, payments, lease signing, accounting, and resident management, serving over 20,000 apartment communities nationwide and providing an open API for third-party integrations. The main technologies used in the product include online tools for websites, mobile apps, payments, lease signing, accounting, and resident management, with an open API for third-party integrations.

Company Stage

Private

Total Funding

$507.2M

Headquarters

Lehi, Utah

Founded

2003

Growth & Insights
Headcount

6 month growth

5%

1 year growth

6%

2 year growth

10%
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Simplify's Take

What believers are saying

  • Entrata's aggressive hiring plans and expansion into India signal strong growth and global reach.
  • The introduction of Homebody Marketplace and AI-powered translation features demonstrates Entrata's commitment to innovation and improving resident experience.
  • Recognition as a leader in multiple G2 awards underscores Entrata's strong market position and customer satisfaction.

What critics are saying

  • The rapid expansion and integration of new technologies like Colleen AI could lead to operational challenges and potential service disruptions.
  • The competitive landscape in property management technology is intense, with numerous players vying for market share, which could impact Entrata's growth.

What makes Entrata unique

  • Entrata's acquisition of Colleen AI and integration of ELI+™ suite positions it as a leader in autonomous property management, unlike traditional property management systems.
  • The partnership with Snappt for document fraud detection enhances Entrata's ResidentVerify screening product, providing a unique edge in fraud prevention.
  • Entrata's focus on AI-enabled features and centralized leasing capabilities sets it apart in the multifamily industry by significantly enhancing operational efficiency and resident experience.