Key Account Support Engineer

Entrata is a global leader in AI-driven property management technology, providing a comprehensive suite of solutions for property owners and residents. The Key Account Support Engineer will offer advanced technical assistance to customers, ensuring effective problem resolution and maintaining strong relationships with clients through excellent communication and support.

Responsibilities:

• Become a general subject matter expert on Entrata’s property management solutions
• Become a subject matter expert on relevant products
• Provide advanced technical support to customers via phone, online, chat, virtual meetings and email
• Ability to work with foreign cultures and assist clients from around the world appropriately in English and their native language
• Verify issues before involving development teams
• Work closely with the Product and Development teams to address the needs of our clients
• Respond to all tasks in the designated service level agreements and provide appropriate resolutions
• Attend product sprint reviews and trainings
• Be available and ready to assist your peers and co-workers as needed
• Review relevant updates on new and existing products
• Be influential in improving procedures and processes that improve our efficiency and effectiveness
• Proactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills. Help co-workers improve their skills by helping them work through and successfully resolve more difficult cases
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems, and assist peers in doing the same
• Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products
• Adapt to the changing support needs of our Entrata HelpDesk customers

Requirements:

• 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 communications 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
• Bachelor's degree in Computer Science, Business Information Systems, or similar skills or equivalent work experience
• 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
• Proven ability to drive escalated customer problems to resolution utilizing appropriate internal and external resources
• Experiences Relational Databases such as MSSQL, Oracle, MySQL, MariaDB. REST API's, SOAP API's
• International experience