Senior Support Representative

StarRez, Inc.

Senior Support Representative responsible for handling customer inquiries and technical issues at StarRez. Engaging with customers via phone, chat, and email in a remote position.

Posted 4/16/2026full-timeRemote • 🇮🇳 IndiaSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLtechnical issue resolutioncustomer supportcall qualitycall handlingquerying databasesStarRez productsCRM

Soft Skills

critical thinkingcommunicationmentoringteam collaborationproblem-solvingcustomer satisfaction

Certifications

Associates degreeBachelor’s degree