Entrata
Manager of Technical Support - Rent Plus
Entrata, Logan, Utah, us, 84322
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 Manager of Technical Support - RentPlus Specialization is responsible for managing a technical support team, working with an innovative suite of software products and providing world class support to businesses and Residents utilizing RentPlus' software products and services.. The Manager of Technical Support will be responsible for managing a technical team of individuals providing technical assistance to our customers' leasing staff and residents who utilize our Credit Reporting software.
Responsibilities include ensuring individual and team service level goals are met and that there is adequate personnel coverage to meet the needs of the company and the support of its customer base. A successful candidate must be able to use their time effectively, set proper expectations, build relationships with employees, coworkers, and other business partners, manage performance, and adjust to internal and external trends.
Responsibilities will include
Manages and oversees the operations associated with a team of front-line technical staff providing end-to-end support for Entrata ProductsAdvocate 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 workloadReinforce 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 retentionPractice discretion and confidentiality when handling sensitive informationResponsible for recruiting, hiring and termination for the departmentCoach and develop others activelyFoster open and cross-functional communication>
Minimum Qualifications
3+ years of customer support or customer service experience in a SaaS organizationExemplifies all corporate values and adheres to all the corporate codes of conductStrong business acumen and comfortability in developing executive relationshipsApproachable 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 environmentWillingness to be a hands-on contributor; excellent communication skills, including issue tracking, triaging and crisis managementA history of achieving results through collaboration and successful teamworkWorld class customer service and communication skills, both verbal and writtenExcellent problem-solving skillsDemonstrated technical problem solving proficiencyProven coaching and mentoring abilities>
Preferred Qualifications
2+ years of managing high performing teams in a complex, fast-paced environment.6+ years in a technology related field or technical support position in softwareBachelor's degree in Computer Science, Business Information Systems or similar field or equivalent work experience preferredBenefits
Medical, Dental, and Vision Benefits401K with MatchingLife InsuranceFlexible Spending AccountShort-term and Long-term Disability
#LI-Hybrid
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.
Bi-annual
swag drops
for employees
Currently, Entrata hires in Arizona, Idaho, Nevada, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, Illinois, and Tennessee for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles. If you choose to apply and do not live in one of these states, your application may be reviewed on a case-by-case basis and salary ranges will be provided if required by state law
But members of the Entrata team aren't just intelligent and ambitious, they're the living embodiment of another core Value: "Excellent Alone, Better Together." 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?
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 Manager of Technical Support - RentPlus Specialization is responsible for managing a technical support team, working with an innovative suite of software products and providing world class support to businesses and Residents utilizing RentPlus' software products and services.. The Manager of Technical Support will be responsible for managing a technical team of individuals providing technical assistance to our customers' leasing staff and residents who utilize our Credit Reporting software.
Responsibilities include ensuring individual and team service level goals are met and that there is adequate personnel coverage to meet the needs of the company and the support of its customer base. A successful candidate must be able to use their time effectively, set proper expectations, build relationships with employees, coworkers, and other business partners, manage performance, and adjust to internal and external trends.
Responsibilities will include
Manages and oversees the operations associated with a team of front-line technical staff providing end-to-end support for Entrata ProductsAdvocate 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 workloadReinforce 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 retentionPractice discretion and confidentiality when handling sensitive informationResponsible for recruiting, hiring and termination for the departmentCoach and develop others activelyFoster open and cross-functional communication>
Minimum Qualifications
3+ years of customer support or customer service experience in a SaaS organizationExemplifies all corporate values and adheres to all the corporate codes of conductStrong business acumen and comfortability in developing executive relationshipsApproachable 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 environmentWillingness to be a hands-on contributor; excellent communication skills, including issue tracking, triaging and crisis managementA history of achieving results through collaboration and successful teamworkWorld class customer service and communication skills, both verbal and writtenExcellent problem-solving skillsDemonstrated technical problem solving proficiencyProven coaching and mentoring abilities>
Preferred Qualifications
2+ years of managing high performing teams in a complex, fast-paced environment.6+ years in a technology related field or technical support position in softwareBachelor's degree in Computer Science, Business Information Systems or similar field or equivalent work experience preferredBenefits
Medical, Dental, and Vision Benefits401K with MatchingLife InsuranceFlexible Spending AccountShort-term and Long-term Disability
#LI-Hybrid
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.
Bi-annual
swag drops
for employees
Currently, Entrata hires in Arizona, Idaho, Nevada, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, Illinois, and Tennessee for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles. If you choose to apply and do not live in one of these states, your application may be reviewed on a case-by-case basis and salary ranges will be provided if required by state law
But members of the Entrata team aren't just intelligent and ambitious, they're the living embodiment of another core Value: "Excellent Alone, Better Together." 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?