StarRez, Inc.

Technical Support Representative

StarRez, Inc.

full-time

Posted on:

Location Type: Hybrid

Location: Melbourne • Australia

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About the role

  • Manage to successful resolution internal, external, and executive escalations
  • Provide exemplary customer service to both internal and external customers
  • Troubleshoot and resolve complex issues via phone, email, and chat, while maintaining a focus on quality, customer satisfaction, and meeting service-level objectives
  • Utilize critical thinking skills to analyze information, identify root causes, and implement effective solutions
  • Monitor ticket and other possible issues in absence of Support Leadership
  • Participate in an on-call roster to provide urgent after-hours support for customers when needed
  • Effectively communicate and partner with colleagues to assist in resolving client issues
  • Provide specific expectations and timely follow up on all customer issues
  • Facilitate screen connect sessions to aid customers in troubleshooting the product

Requirements

  • Exceptional communication skills, including strong public speaking and written communication abilities
  • 2–3 years of experience in a customer-focused technical support role, preferably in application or software support
  • Highly self-motivated with excellent time management and organizational skills
  • Strong problem-solving skills to manage and resolve escalations promptly
  • Flexible and adaptable to work with customers across different time zones, including international clients
  • Proven ability to remain focused and deliver results in a fast-paced work environment
  • Skilled at multi-tasking and managing competing priorities effectively
  • Proficient in the use of internal tools with strict adherence to company policies and procedures
  • Demonstrates outstanding work ethic with a strong team-oriented mindset
  • Ability to provide exemplary customer support and resolve technical issues via phone, email, and chat
  • Quick learner with the ability to master a complex, multi-faceted product and adapt to ongoing product development
  • Consistently meets performance objectives, including call quality, customer satisfaction, and call handling metrics
  • Sets clear expectations with customers and provides timely follow-up on all issues
  • Applies critical thinking skills to analyze information, identify root causes, and recommend effective solutions
  • Communicates and collaborates effectively with colleagues to resolve client issues
  • Facilitates remote troubleshooting sessions (e.g., screen connect) to assist customers with product issues
  • Demonstrates strong call-handling and customer interaction soft skills
  • Possesses strong software and hardware troubleshooting expertise
  • Capable of self-managing while also contributing as an engaged member of the team
  • Maintains motivation and performance in fast-paced, high-pressure environments
  • Strong research abilities and problem-solving skills to resolve complex issues
  • Reviews and contributes to the Technical Support Representative Knowledge Base articles
  • Provides after-hours and/or on-call coverage as required
  • Assists with urgent and escalated issues in a professional and timely manner
Benefits
  • A Culture That Lasts: Many of our team members have been with us for 20+ years—a testament to our people-first philosophy.
  • Global Impact, Local Ownership: Join a team that spans across Australia, the USA, the UK, and Canada, working on industry-leading solutions, while building the centre up from ground up.
  • Long-Term Vision: We’re not here for short-term gains. We invest in our people for the long haul, creating an environment where you can grow, lead, and thrive.
  • Innovation with Stability: Backed by Vista Equity Partners, we combine the agility of a scaling SaaS company with the stability of long-term industry leadership.
  • Z-Factor: We take pride in our culture of passion, care, and high performance. The Z-Factor defines how we support our teams, foster growth, and ensure that everyone at StarRez thrives.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingproblem-solvingcustomer supportcall handlingscreen connectsoftware supporthardware troubleshootingcritical thinkingtime management
Soft Skills
communicationpublic speakingorganizational skillsself-motivationadaptabilitymulti-taskingteam-oriented mindsetcustomer satisfaction focusfast-paced environment performanceresearch abilities