What are the responsibilities and job description for the Technical Support Representative position at StarRez?
StarRez is the global leader in student housing and conference software with over 800 customers worldwide. We are expanding and seeking a motivated and customer oriented Technical Support Representative to join our Denver, CO Support team. We are searching for talented tech-loving team players who want to positively impact millions of residents’ lives and help support our expansion in North America. If you enjoy working with software, have a passion for technology, and love helping people solve problem we want to connect with you!
StarRez offers a mission-driven culture, friendly workplace, competitive benefits package, professional development, great location in the Metro Denver area, potential for occasional travel, and the opportunity for growth.
To learn more please review the additional information below and apply today! This role is open for Denver based or US Remote candidates and we have several opportunities available.
StarRez is growing rapidly, and our Customer Support team has great full-time opportunity for a Technical Support Representative in our Denver office. Our Technical Support Representatives are fully responsible for handling customer inquiries via phone, chat and email. Phone based duties will primarily entail incoming and outgoing customer calls. Technical Support Representatives provide a high level of technical support with a positive and confident approach in a technical support environment.
Primary Objectives
Our Technical Support Representatives are fully responsible for handling customer inquiries via phone, chat and email. Phone based duties will primarily entail incoming and outgoing customer calls. Technical Support Representatives provide a high level of technical support with a positive and confident approach in a technical support environment.
Major Accountabilities/Essential Functions
Customer Service, Customer Education
- 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
Communications and Collaboration
- Effectively communicate and partner with colleagues to assist in resolving client issues
- Provide specific expectations and timely follow up on all customer issues
- Effectively communicate and partner with colleagues to assist in resolving client issues
- Facilitate screen connect sessions to aid customers in troubleshooting the product
Other
- Additional Duties and Projects as assigned and required by business need
- Travel as needed (less than 1% of the time) with advanced notice
Competencies Required
Skills
- Customer Service - able to actively listen and focus on resolving the needs of internal and external customers
- Excellent communication skills (including public speaking and written communication)
- Outstanding work ethic
- Self-motivated with superior time management skills
- Team oriented
- Utilize problem-solving techniques to manage escalations in a timely manner
- Flexibility to work with customers in different time zones (including internationally)
- Able to execute and focus in a fast-paced work environment
- Ability to multi-task competing priorities
Knowledge and Experience
Essential
- 1 Year of customer service experience required
- High School degree or GED required
- Associates or bachelor's degree a plus
- Completed Microsoft or other Applicable Industry Certification
Desirable
- 1 Year of customer service experience required
- Experience using CRM
- Associates or bachelor’s degree a plus
- SQL knowledge and ability to write queries
Values and Attitudes
- Outcome focused, delivering results for customers and our business.
- Structured, process minded
- Takes pride and ownership in work
- Proactive, takes initiative
- Commitment and dedication to work within deadlines, follows through with tasks
- Willing to ask for help and learn
- Enthusiastic and positive attitude gets involved
- Team player who is approachable and helpful
- Adaptable and flexible
The benefits
We are truly committed to keeping our employees engaged, challenged and rewarded! We're pleased to have a 4.2 Glassdoor rating and 99.9 CSAT score (seriously!). Our entire community shares and collaborates to create the most dynamic, influential and dominant network of housing and accommodation professionals in the world. Here are just some of the work perks on offer:
- Flexible working arrangements
- Participation in the StarRez Cares program
- Regular team events
- Complimentary team lunches
- Professional development opportunities
If you want to join an innovative company that allows you to share your knowledge and embrace the latest in technology to make a difference, we want to hear from you!
Salary : $20 - $24
