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, 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 diverse perspectives, endeavoring to craft a better world to live in.

The Sr CRM Technical Support provides technical assistance to our customers' technical and non-technical staff who utilize and support our property management solution. Our solution incorporates property lead management and resident maintenance into our CRM. Our solution utilizes complex technologies and the associated issues require deep technical expertise and excellent problem solving skills to resolve.

You will provide professional business-to-business customer service, with awareness of the critical nature of these solutions to our customers who are using them. Using best practices in troubleshooting, communication and problem resolution, you will ensure that any reported problems as well as issues that you anticipate are resolved in an efficient and effective manner. These interactions must leave customers feeling impressed with how smoothly concerns are addressed when they encounter problems with our software.

You will work closely with other Sr CRM Support Engineers and with colleagues across the company to collaborate on behalf of the customer and will accelerate issues toward timely resolution and provide the customer with timely and complete communication along the way.​

Responsibilities

• Respond to client inquiries and provide technical support via email, phone, and chat.
• Diagnose and troubleshoot software issues to identify root causes.
• Collaborate with cross-functional teams to escalate and resolve complex technical problems.
• Document and track customer issues, ensuring timely resolution and maintaining accurate records.
• Assist in the creation and improvement of support documentation and knowledge base articles.
• Participate in ongoing training to stay updated on product features and industry trends.
• Collaborate with development teams to communicate and resolve recurring issues.
• Contribute to a positive customer experience by ensuring prompt and effective communication.
• Assist in the testing of software updates and new releases.
• Provide exceptional customer service and foster strong client relationships.

• 3 years work experience in a technical support capacity providing B2B support to Enterprise level customers
• Excellent technical, analytical, and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments
• Must demonstrate empathy and understanding to increase client satisfaction and task efficiency 
• Ability to learn software quickly and thoroughly
• Ability to adapt quickly to change, think on your feet, communicate positively, and work proactively
• A proven passion for providing an exceptional customer experience
• Motivated and proactive attitude while holding oneself accountable
• 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
• Experience in creating and providing training

• Previous experience in a technical support or customer service role.
• Familiarity with property management or real estate software.
• Knowledge of SQL and database concepts.
• Experience with ticketing systems and support tools.
• Passion for technology and a desire to pursue a technical support or software development career.

• Medical, Dental, and Vision Benefits
• 401K with Matching
• Life Insurance
• Flexible Spending Account
• Short-term and Long-term Disability

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, mental health resources, wellness challenges, and employee assistance programs.

Family-centric leave policies supporting new parents during significant life events.

Entrata Cares programs offering 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.

Access to the Entrata apparel store for discounted branded merchandise and apparel.

But members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Teamwork and Collaboration.” 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?