Hybrid Technical Support Representative Technical Support Representative

About Us:

StarRez is renowned for impacting millions of students' lives every year with industry-leading software. StarRez’s combined customer base now exceeds 1,300 in more than 25 countries and over 3 million beds under management. Along with the recent combination with Adirondack Solutions and RMS, this growing scale enables ever greater opportunities to expand community value through enhanced product capabilities and services. Many of the most prestigious Universities, Colleges and Property Managers across the globe rely on StarRez to transform the student residential experience.

The Role:

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.

Essential Duties & 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.

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 needs.

Travel Expectations: Minimal travel as needed, with most travel being optional. Less than 5%.

Required Qualifications:

• Excellent active listening skills
• Effective and empathetic communication
• Quick-learner and exceptional at problem-solving and critical thinking
• Self-motivated
• Growth mindset

Preferred Qualifications:

• 1+ years of customer service experience (call center, software support, or similar experience)
• Educated to GCSEs, A Levels, or Level 4 Diploma
• Experience using Zendesk and/or a CRM [e.g. Salesforce, HubSpot, or similar]
• SQL knowledge and ability to write queries

Application Deadline: This role will accept applications until October 9th at 12PM CDT (UTC−05:00), unless otherwise posted.

Reasons to join our team:

• A well-established, high-performance company that has been in business for over 30+ years
• A supportive team environment with emphasis on learning and development opportunities
• Our Promise: You will learn, grow, and be appreciated for your impact and contributions.
• Z-Factor: Our most celebrated value, you will work with a team of caring, high-performing, and passionate people who have fun supporting our vision, innovation, and continuous improvement.

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!

We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.

Notice to external Recruiters and Recruitment Agencies:

StarRez will not accept unsolicited resumes from recruitment agencies, headhunters, or any other third parties for this role through this website or directly to any employee. StarRez and any of our subsidiaries will not pay fees to any third-party agency or company. In addition, we ask that you do not reach out to any employee with regards to this position, or any other positions, now, or in the future.