Customer Service Representative

Wilshire Lane Capital; Logan (UT); Hybrid; USD 21,000 - 33,000; Full time

Benefits offered by this job

Remote/hybrid options

Medical, dental, vision coverage

401(k) with employer match

Wellness programs

Job summary

Entrata, based in Logan, UT, is seeking a technical support professional for a hybrid, full-time role. You will assist Enterprise customers via phone, chat, and ticketing, building expertise across core Entrata technologies and another specialty.

You will communicate clearly, listen actively, and own incidents from report to resolution, educating customers and driving long-term solutions while contributing to a collaborative team.

Qualifications

• 1+ years of work experience in a technical support capacity supporting B2B enterprise-level customers.
• Strong technical, analytical, and problem-solving skills for diverse issues in high-pressure environments.
• Ability to adapt quickly to change, communicate positively, and work proactively.
• Excellent professional, written, and verbal communication skills with the ability to capture all details in written form fluidly during conversations.
• A proven passion for providing an exceptional customer experience.
• Strong attention to detail.

Responsibilities

• Provide technical support and troubleshooting via telephone, ticket, and/or chat.
• Develop subject matter expertise in our core technologies, and at least one other technology specialty.
• Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers and stakeholders.
• Ability to actively listen, ask relevant questions, and challenge customers appropriately.
• Maintain ownership and communication responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution.
• Educate customers on Entrata’s software and products.
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue.
• Champion customer issues from feedback through the delivery of a solution.
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations.
• Participate in team and department meetings
• Assist with special projects and other duties as assigned

Skills

Technical support

B2B support

Communication skills

Problem solving

Attention to detail

Adaptability

Education

Associate's degree or equivalent

Tools

Knowledge base tools

CRM software

Job description

• Billingual

Logan, UT

Marketing – Resident Insure /

Full-Time /

Hybrid

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions.

This is a hybrid position based out of our Logan office, requiring 3 days per week on-site

Shift: Monday to Friday 9:00 a.m. – 6:00 p.m. MDT/MST

Responsibilities

• Provide technical support and troubleshooting via telephone, ticket, and/or chat
• Develop subject matter expertise in our core technologies, and at least one other technology specialty
• Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers and stakeholders
• Ability to actively listen, ask relevant questions, and challenge customers appropriately
• Maintain ownership and communication responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution
• Educate customers on Entrata’s software and products
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue
• Champion customer issues from feedback through the delivery of a solution
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations
• Participate in team and department meetings
• Assist with special projects and other duties as assigned

Minimum Qualifications

• 1+ years of work experience in a technical support capacity supporting B2B support to Enterprise level customers
• Strong technical, analytical, and problem-solving skills for diverse issues in high-pressure, complex, multi-platform/system/vendor environments
• Ability to adapt quickly to change, think on your feet, communicate positively, and work proactively
• Excellent professional, written, and verbal communication skills with the ability to capture all details in written form fluidly during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with
• A proven passion for providing an exceptional customer experience
• Strong attention to detail

Preferred Qualifications

• Associate's degree or equivalent work experience
• Proven ability to utilize, create and update knowledge base resources in the course of your work
• Industry experience in property management or property management-related software
• Proven ability to utilize, create, and update knowledge base resources in the course of your work
• Billingual

$15.05 - $23.65 an hour

This band covers the full salary range for the role. Your offer within this range will depend on factors like experience, skills, and internal equity.

Level - S2

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, gym memberships, mental health resources, wellness challenges, and employee assistance programs.
• Entrata Cares programs offers 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, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, and Illinois for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles.

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?

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.