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Senior Technical Support Agent - Affordable
EntrataUnited States, United StatesRemotefull_timeVerifiedPosted 27 Mar 2024
About the role
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 Senior Technical Support Engineer (STSE) plays a pivotal role in providing advanced technical assistance to our customers, particularly those involved in the affordable housing sector. Our suite of property management solutions integrates property accounting, purchasing, facilities, and leasing data into a comprehensive software system. In recognition of the critical nature of these solutions to our customers, we are seeking a candidate who brings a deep understanding of HUD (U.S. Department of Housing and Urban Development) and LIHTC (Low-Income Housing Tax Credit) programs.
In this role, you will become a subject matter expert not only in our products but also in the intricacies of affordable housing regulations and compliance. Your responsibilities will extend beyond traditional technical support, encompassing a proactive approach to address the unique challenges faced by our customers in this sector.
As a Senior Technical Support Engineer, you will work closely with other Technical Support Engineers (TSE’s) and collaborate across departments to ensure the seamless resolution of reported problems. Your role will involve providing professional business-to-business customer service with an acute awareness of the affordable housing landscape, ensuring that our solutions align with industry standards and regulations.
You will specifically focus on incorporating best practices, navigating HUD regulations, and addressing challenges associated with LIHTC. Your expertise will be crucial in verifying issues before involving development teams, working closely with Product and Development teams to align our solutions with the needs of our clients.
Your commitment to excellence extends to mentoring other TSEs and actively participating in improving procedures and processes that enhance efficiency and effectiveness. This includes proactively pulling cases from the queue based on your skills and abilities, ensuring a continuous enhancement of your expertise.
By joining our team, you will not only become a technical support specialist but a key contributor to the success of our affordable housing initiatives. Your role will involve collaboration with teams outside of Technical Support, including Product, R&D, and Training, to holistically address customer needs and contribute to the development of solutions tailored to our initiatives.
We are seeking an individual with a proven passion for providing an exceptional customer experience, coupled with a background that demonstrates proficiency in affordable housing practices. If you are motivated, adaptable, and ready to make a meaningful impact in this sector we invite you to join us in this rewarding journey.
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 Senior Technical Support Engineer (STSE) plays a pivotal role in providing advanced technical assistance to our customers, particularly those involved in the affordable housing sector. Our suite of property management solutions integrates property accounting, purchasing, facilities, and leasing data into a comprehensive software system. In recognition of the critical nature of these solutions to our customers, we are seeking a candidate who brings a deep understanding of HUD (U.S. Department of Housing and Urban Development) and LIHTC (Low-Income Housing Tax Credit) programs.
In this role, you will become a subject matter expert not only in our products but also in the intricacies of affordable housing regulations and compliance. Your responsibilities will extend beyond traditional technical support, encompassing a proactive approach to address the unique challenges faced by our customers in this sector.
As a Senior Technical Support Engineer, you will work closely with other Technical Support Engineers (TSE’s) and collaborate across departments to ensure the seamless resolution of reported problems. Your role will involve providing professional business-to-business customer service with an acute awareness of the affordable housing landscape, ensuring that our solutions align with industry standards and regulations.
You will specifically focus on incorporating best practices, navigating HUD regulations, and addressing challenges associated with LIHTC. Your expertise will be crucial in verifying issues before involving development teams, working closely with Product and Development teams to align our solutions with the needs of our clients.
Your commitment to excellence extends to mentoring other TSEs and actively participating in improving procedures and processes that enhance efficiency and effectiveness. This includes proactively pulling cases from the queue based on your skills and abilities, ensuring a continuous enhancement of your expertise.
By joining our team, you will not only become a technical support specialist but a key contributor to the success of our affordable housing initiatives. Your role will involve collaboration with teams outside of Technical Support, including Product, R&D, and Training, to holistically address customer needs and contribute to the development of solutions tailored to our initiatives.
We are seeking an individual with a proven passion for providing an exceptional customer experience, coupled with a background that demonstrates proficiency in affordable housing practices. If you are motivated, adaptable, and ready to make a meaningful impact in this sector we invite you to join us in this rewarding journey.
Responsibilities
- Become a Subject Matter Expert in Affordable Housing Solutions
- Provide Advanced Technical Support for Affordable Housing Clients via phone, online, chat, and email
- 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
- Participate in product sprint reviews and trainings
- Proactively Mentor Peers in Affordable Housing Practices
- 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 t
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