Senior Support Representative

• 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
• Effectively communicate and partner with colleagues to assist in resolving client 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

Required 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

Reasons to join our Team:

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.   

Even if you don't have all of the Preferred Qualifications listed above, but feel you have what it takes to succeed in the role, we would love to hear from you!