[Hiring] Senior Support Representative @StarRez
Senior Support Representative @StarRez
Customer Service
Salary unspecified
Remote Location
Employment Type full-time
Posted 1mth ago

[Hiring] Senior Support Representative @StarRez

1mth ago - StarRez is hiring a remote Senior Support Representative. 💸 Salary: unspecified 📍Location: India

Role Description

Our Senior Support Representatives are fully responsible for handling customer inquiries via phone, chat, and email. Senior Support Representatives provide a high level of technical support with a positive and confident approach in a technical support environment.

Responsibilities

  • 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
    • Provide after hours and/or on-call coverage (scheduled in advance when possible)
    • Monitor ticket and other possible issues in absence of Support Leadership
  • 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
    • Facilitate screen connect sessions to aid customers in troubleshooting the product
  • Training and Development
    • 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
  • Other
    • Additional duties and projects as assigned and required by business need
    • Travel as needed (less than 1% of the time) with advanced notice

Qualifications

  • Exceptional communication skills, including strong public speaking and written communication abilities
  • 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

Preferred Qualifications

  • 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

  • StarRez is not just a workplace—it’s a place to belong, build, and grow.
  • 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.
Before You Apply
remote Be aware of the location restriction for this remote position: India
Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Senior Support Representative @StarRez
Customer Service
Salary unspecified
Remote Location
Employment Type full-time
Posted 1mth ago
Apply for this position
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Applied
Sent Follow-Up
Interview Scheduled
Interview Completed
Offer Accepted
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remote Be aware of the location restriction for this remote position: India
Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Apply for this position
Did not apply
Applied
Sent Follow-Up
Interview Scheduled
Interview Completed
Offer Accepted
Offer Declined
Application Denied
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