Manager of Technical Support - Rent Plus

The Manager of Technical Support - RentPlus Specialization at Entrata is a pivotal role responsible for overseeing a technical support team dedicated to providing exceptional support for our innovative suite of software products. This position is crucial in ensuring that businesses and residents utilizing RentPlus' software products and services receive world-class assistance. The Manager will lead a team that offers technical assistance to leasing staff and residents who utilize our Credit Reporting software, ensuring that service level goals are consistently met and that there is adequate personnel coverage to support the needs of the company and its customer base. In this role, the Manager will engage regularly with team members through meetings, one-on-ones, and coaching sessions to ensure that both existing and new expectations are met. They will review team and department performance regularly, utilizing data, trends, and feedback from employees and customers to inform their management strategies. The Manager will prioritize, assign, and manage department activities and projects in alignment with departmental goals and objectives, adjusting work hours, priorities, and staff assignments as necessary to ensure efficient operations based on workload. Additionally, the Manager will be responsible for customer escalations, resolving challenges, and collaborating with other departments to enhance relationships and improve inter-departmental processes. They will also generate new ideas for special projects, take responsibility for assigned projects from department leadership, and ensure high-quality completion. Onboarding training will be organized and delivered to ensure employee satisfaction and retention, and the Manager will practice discretion and confidentiality when handling sensitive information. This role also includes responsibilities for recruiting, hiring, and termination within the department, as well as actively coaching and developing team members.