Technical Support Representative

The Technical Support Engineer provides frontline technical assistance to customers utilizing a suite of property management solutions. This role involves troubleshooting, diagnosing, and resolving software-related issues while maintaining a high level of professionalism and customer service. The Technical Support Engineer collaborates with internal teams to escalate and resolve complex technical challenges, ensuring timely and effective solutions.

*For this role, we are considering candidates located in Arizona, Utah, Wyoming, Idaho, Texas, North Carolina, or Florida.

This is a full-time position requiring availability Monday through Friday, from 9:00 AM to 6:00 PM MT

Responsibilities

• Provide technical support and troubleshooting via telephone, ticketing systems, and chat.

• Develop subject matter expertise in core technologies and at least one other specialized technology area.

• Maintain ownership of assigned incidents from initial report through resolution, ensuring clear communication throughout the process.

• Educate customers on software functionalities, best practices, and product updates.

• Document and report software issues, design concerns, and reliability challenges to appropriate internal teams.

• Participate in team meetings and contribute to continuous improvement initiatives.

• Assist with special projects and other duties as assigned.

Essential Functions

• Analyze and troubleshoot technical issues related to software functionality and system performance.

• Communicate effectively with customers, ensuring clarity and professionalism in all interactions.

• Maintain accurate and detailed records of customer interactions and troubleshooting steps.

• Adhere to established support protocols, ensuring timely issue resolution.

• Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.

• Maintain professional interaction with internal and external stakeholders.

• Ability to work in a fast-paced and high-stress environment.

Minimum Qualifications

• Strong technical, analytical, and problem-solving skills in a complex, multi-platform environment.

• Excellent written and verbal communication skills with the ability to document issues effectively.

• Ability to adapt quickly to changing priorities and customer needs.

• Strong attention to detail and commitment to providing an exceptional customer experience.

Education and Experience Requirements

Associate's degree or equivalent work experience.

Minimum of 1+ years of experience in a technical support role, preferably supporting B2B enterprise-level customers.

Experience with property management software or related industry experience is a plus.

Familiarity with knowledge base systems and documentation best practices is preferred.

AI & Operational Fluency

AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.

Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations.

Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.

Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.