Entrata is hiring an

Associate Director of Support

Full-Time
An Associate Director of Support is responsible for managing a technical support team, working with an innovative suite of software products, and providing world-class support to businesses utilizing Entratas’s software products and services.  The Associate Director of Support will be responsible for managing a technical team of individuals to provide technical assistance for custom applications to end-users of the Entrata suite of technology products. 

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. Successful candidates 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 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, the 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

Minimum Qualifications

  • 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

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 software
  • Bachelor’s degree in Computer Science, Business Information Systems, or similar field or equivalent work experience preferred

Benefits

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

#LI-Remote

Entrata has been setting the standard for property management technology for nearly 20 years and continues to lead innovation in an industry that provides housing to tens of thousands of apartment communities around the world. People who come to work at Entrata are forward-thinking, hard workers who come together to collaborate and have a good time.


But members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Teamwork and Collaboration.” 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?

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