Manager - Technical Support, Accounting Specialization

July 22

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Entrata

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We are the leading operating system for multifamily communities worldwide.

Property Management Software • Multi-family • Resident Portals • Online Rent Payment • Smarthome

1001 - 5000

Description

• Manages and oversees the operations associated with a team of front-line technical staff providing end-to-end support for Entrata Products • Advocate 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 workload • Reinforce 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 retention • Practice discretion and confidentiality when handling sensitive information • Responsible for recruiting, hiring and termination for the department • Coach and develop others actively • Foster open and cross-functional communication

Requirements

• 3+ years of customer support experience in a SaaS organization • Exemplifies all corporate values and adheres to all the corporate codes of conduct • Strong business acumen and comfortability in developing executive relationships • Approachable 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 environment • Willingness to be a hands-on contributor; excellent communication skills, including issue tracking, triaging and crisis management • A history of achieving results through collaboration and successful teamwork • World class customer service and communication skills, both verbal and written • Excellent problem-solving skills • Demonstrated technical problem solving proficiency • Proven coaching and mentoring abilities

Benefits

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