Senior Technical Support Representative
New
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EntrataProperty Management Technology
United States, Monday-Friday from either 7:00 am-4:00 pm MDT, 8:00 am-5:00 pm MDT, 9:00-6:00 pm MDT (Utah - Mountain Time)Full-TimeSenior
Salary17.45 - 27.31 USD per hour
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Job Details
- Experience
- 2-4 years
- Required Skills
- Prompt EngineeringGenerative AITroubleshootingTechnical support
Requirements
- Associate's degree or equivalent work experience.
- Minimum of 2-4 years of experience in a technical support role, preferably supporting B2B enterprise-level customers.
- Strong technical, analytical, and problem-solving skills in a high-pressure, multi-platform environment.
- Excellent written and verbal communication skills with the ability to document and articulate issues effectively.
- Proven ability to mentor and assist junior support engineers.
- Experience with property management software or related industry experience is a plus.
- Demonstrated proficiency in crafting clear, context-rich prompts for GenAI tools.
- Ability to exercise critical judgment as a human-in-the-loop, auditing AI outputs for accuracy and brand alignment.
- Understanding of data governance regarding proprietary or PII data.
Responsibilities
- Provide technical support and troubleshooting via telephone, ticketing systems, and chat, handling more complex and escalated issues.
- Develop deep subject matter expertise in core technologies and multiple specialized technology areas.
- Maintain ownership of assigned incidents from initial report through resolution, ensuring thorough communication and timely updates.
- Educate customers on software functionalities, best practices, and product updates, while offering proactive solutions.
- Identify, document, and report software issues, design concerns, and reliability challenges to appropriate internal teams.
- Act as a resource for junior support engineers, providing guidance and mentorship.
- Participate in team meetings, contribute to knowledge base documentation, and support continuous improvement initiatives.
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