[Hiring] Senior Support Representative @StarRez

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.