Entrata

Key Account Support Engineer

Entrata

full-time

Posted on:

Location Type: Remote

Location: Arizona • Florida • United States

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Salary

💰 $17 - $27 per hour

About the role

  • Provide advanced technical support to customers via phone, online, chat, virtual meetings and email
  • Verify issues before involving development teams
  • Work closely with the Product and Development teams to address clients' needs
  • Respond to all tasks in designated service level agreements and provide appropriate resolutions
  • Attend product sprint reviews and trainings
  • Review relevant updates on new and existing products
  • Provide root cause correction and ensure all facets of problems are evaluated to eliminate recurrence
  • Provide training to colleagues in real time and develop training materials

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
  • Experience in creating and providing training
Benefits
  • Flexible and transparent culture with remote and hybrid work options
  • Generous vacation time
  • Frequent company recharge days for work-life balance
  • Comprehensive medical, dental, and vision coverage, including fertility benefits
  • HSA/FSA options and employer-paid disability benefits
  • Access to 401(k) or similar retirement plans with employer matching
  • 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
  • Entrata Cares programs offering opportunities for volunteerism and charity events
  • Exclusive Previ cell phone plan and discounts on services or local business partnerships
  • Bi-annual swag drops for employees
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportproblem-solvinganalytical skillsB2B supportmulti-platform environmentsroot cause analysistraining developmentservice level agreementsproduct knowledgeissue verification
Soft Skills
empathyclient satisfactionadaptabilityproactive communicationmotivationaccountabilitypositive communicationtraining skillstime managementteam collaboration