Senior Technical Support Representative

Join our team as a Senior Technical Support Representative, where you will provide advanced technical assistance to customers using our property management solutions. You will troubleshoot, diagnose, and resolve complex software-related issues while maintaining a high level of professionalism and customer service. You will also mentor junior team members and contribute to process improvements.

• Provide advanced technical assistance to customers utilizing property management solutions, troubleshooting and resolving complex software-related issues.
• Develop deep subject matter expertise in core technologies and multiple specialized technology areas, maintaining ownership of assigned incidents from initial report through resolution.
• Act as a resource for junior support engineers, providing guidance and mentorship, and participating in team meetings to contribute to knowledge base documentation.

• Associate's degree or equivalent work experience
• Excellent written and verbal communication skills with the ability to document and articulate issues effectively
• Strong technical, analytical, and problem-solving skills in a high-pressure, multi-platform environment
• Strong attention to detail and commitment to providing an exceptional customer experience
• Experience with property management software or related industry experience is a plus
• Minimum of 2-4 years of experience in a technical support role, preferably supporting B2B enterprise-level customers
• Familiarity with knowledge base systems and documentation best practices is preferred
• Ability to adapt quickly to changing priorities and customer needs while demonstrating initiative
• Proven ability to mentor and assist junior support engineers