The Roleย
StarRez is seeking a Technical Support Representative to serve as a key point of contact for customers needing technicalย assistanceย and product support. You will handle customer inquiries across phone, chat, and email channels while deliveringย a high levelย of service with professionalism, confidence, and empathy.ย
In this role, you will troubleshoot technical issues, guide customers through solutions, and collaborate with internal teams to ensure successful resolution of customer concerns. You thrive in a fast-paced support environment, communicate clearly, and use critical thinking skills to solve complex problems while creating a positive customer experience.ย
Role Specificsย
- Work Location:ย Remoteย (US)ย
- Travel:ย Less than 5% (The percentageย of travel is anย estimation andย couldย vary based on businessย needs).ย
- Reporting Structure:ย This role reports to the Team Lead, Customer Support.ย ย
- Schedule:ย The selected candidate willย observeย an 8AM-5PMย Mountain Time schedule.ย
Application Deadline: This role will accept applications until June 11th at 11:59PM CDT, unless otherwise posted.ย
What You Will Ownย
- Deliver exceptional customer support and technical issue resolution via phone, email, and chatย ย
- Manage customer inquiries and escalations through successful resolution, including internal, external, and executive escalationsย ย
- Meet established performanceย objectivesย related to call quality, customer satisfaction, and case handlingย ย
- Utilize critical thinking and problem-solving skills to analyze issues and provide effective solutionsย ย
- Communicate proactively with customers by setting expectations and providingย timelyย follow-upย ย
- Partner cross-functionally with colleagues to resolve client issues efficiently and effectivelyย ย
- Facilitate screen-sharing and remote troubleshooting sessions toย assistย customers with product-related concernsย ย
- Supportย additionalย projects and responsibilities as needed based on business prioritiesย
Required Qualificationsย
- 1+ years of customer service experience, preferably in a call center, software support, or technical support environmentย ย
- High School Diploma or GEDย ย
- Strong verbal and written communication skillsย ย
- Ability to manage multiple customer interactions in a fast-paced environmentย ย
- Strong troubleshooting, analytical, and problem-solving abilitiesย
Preferred Qualificationsย
- Associate or Bachelor'sย degreeย ย
- Experience using CRM platforms such as Salesforce, HubSpot, or similar systemsย ย
- Basic SQL knowledge and ability to write queriesย ย
- Experience supporting SaaS or software-based productsย
Reasons to join our Team:ย
- Opportunity to be a part of a well-established, high-performance company that has been in business for over 30+ yearsย
- Full benefits including health care, paid time off, life insurance, and 401k plan with company match for eligible team members.ย
- A supportive team environment with emphasis on learning and development opportunitiesย
- Our Promise: You will learn, grow, andย be appreciated forย your impact and contributions.ย
- Z-Factor: Our most celebrated value, you will work with a team of caring, high-performing, and passionate people who have fun supporting our vision, innovation, and continuous improvement.ย
Even if you don't have all of the Preferred Qualifications listed above, but feel you have what it takes to succeed in the role, we would love to hear from you!ย ย ย
We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.ย
Notice to external Recruiters and Recruitment Agencies:ย
StarRez will not accept unsolicited resumes from recruitment agencies, headhunters, or any other third parties for this role through this website or directly to any employee. StarRez and any of our subsidiaries will not pay fees to any third-party agency or company. In addition, we ask that you do not reach out to any employee with regards to this position, or any other positions, now, or in the future.ย