Entrata is expanding our International footprint and seeking a Support Specialist to join our recently established EMEA Team based in Amsterdam, the Netherlands reporting directly to the VP Service Delivery. The role will allow you to become versed in Property Technology, becoming an SME on the Entrata platform and suite. As part of this function you will qualify and resolve customer issues before escalating to development teams. You will also support first-line training queries from end-users, take help tickets directly from your portfolio of EMEA based customers, and be the liaison between customers and our development teams. It is essential that you are able to troubleshoot incoming technical issues within our software and communicate processes and workflows clearly and effectively to customers and peers. A successful candidate must be able to use their time effectively, set proper expectations, build relationships with employees, coworkers, and other business partners. Having excellent customer service skills, being proactive, empathetic, accurate, compassionate, and resourceful, is therefore a must!

What you will do

Become a subject matter expert on Entrata’s platform and suite of products available for EMEA Market
Lead timely resolutions on customer issues and escalations within preset SLAs
Support team and department review process utilizing data, trends, and feedback from employees and customers
Reinforce and build processes, together with the Global Support team, that lead to an improved customer and employee experience and balance the team’s workload
Collaborate closely with leaders and global peers in Project Management, Training, Customer Success, and Product to drive the EMEA operational blueprint forward
Support team members in collaboration with Engineering and Product teams to ensure that the Entrata platform continues to evolve and meet the needs of our customers

Who are you

Minimum 2 years technical support experience ideally within a SaaS or Tech based company
Previous experience with ticket systems such as Zendesk or order management systems
Ability to effectively prioritize and manage your time and tasks
Proven experience or interest within a team leadership capacity
Fluent English in combination with either German, French, Spanish or Dutch at a native level
Willingness and understanding of what it means to operate in a scale-up environment
Knowledge of Multifamily Property or Prop Tech solutions considered an advantage
Ability to travel necessary - on average 10%

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

Technical Support Specialist