StarRez, Inc.

Senior Support Representative

StarRez, Inc.

full-time

Posted on:

Location Type: Remote

Location: India

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Job Level

Senior

Tech Stack

SQL

About the role

  • Manage to successful resolution internal, external, and executive escalations
  • Provide exemplary customer support and technical issue resolution of complex problems via phone, email, and chat.
  • Meet performance objectives in call quality, customer satisfaction, and call handling
  • Utilize critical thinking skills to analyze information and provide solutions
  • Provide after hours and/or on-call coverage (scheduled in advance when possible)
  • Monitor ticket and other possible issues in absence of Support Leadership
  • 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
  • Guide and advise the Support team in conjunction with Team Leads and Customer Support Manager.
  • May participate in the training of new team members
  • May participate in the mentoring and development of existing team members.
  • Review knowledge base article drafts
  • Additional duties and projects as assigned and required by business need
  • Travel as needed (less than 1% of the time) with advanced notice

Requirements

  • 1 year of customer service experience required
  • 1 year of experience supporting or working with StarRez products.
  • Experience using CRM
  • Associates or bachelor’s degree a plus
  • SQL knowledge and ability to write queries
  • Successfully performed role of Technical Support Representative
  • Ability to query the StarRez Database with SQL statements
Benefits
  • Exceptional communication skills
  • 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
Applicant Tracking System Keywords

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

Hard Skills & Tools
SQLtechnical issue resolutioncustomer supportcall qualitycall handlingquerying databasesStarRez productsCRM
Soft Skills
critical thinkingcommunicationmentoringteam collaborationproblem-solvingcustomer satisfaction
Certifications
Associates degreeBachelor’s degree