Technical Support Representative

About StarRez 

StarRez is the global market leader in student housing software and residential community management.  Our cloud software solutions serve 1,300 institutions, in 25 countries, with over 3 million beds.  With a customer satisfaction score of 99%, many of the most prestigious Universities, Colleges and Property Managers across the globe rely on StarRez to transform their student residential experience.  Along with the recent combination of Adirondack Solutions, Seattle Technology Group, RMS, and CollegePads, this growing scale enables even greater opportunities to expand community value through our product capabilities and services.  We provide opportunities for students and residents to Thrive!

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.

Role Specifics

• Work Location: Remote, US 
• Travel: Less than 5% (The percent of travel is an estimation, and it could vary up or down based on business needs throughout the year.)
• Reporting Structure: Reports to the Support Team Lead.
• Schedule: The selected candidate will likely observe an 8-5 or 9-6 Mountain Time schedule.

What You Will Own

Customer Service and 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.

Application Deadline: This role will accept applications until April 10th, 2025 at 5PM CT, unless otherwise posted.

Required Qualifications

• 1+ years of customer service experience (call center, software support, or similar experience preferred)
• High School Diploma or GED

Preferred Qualifications

• Associate or Bachelors Degree
• Experience using a CRM [i.e. Salesforce, HubSpot, or similar]
• SQL knowledge and ability to write queries

Reasons to join our Team:

• Opportunity to be a part of a well-established, high-performance company that has been in business for over 30+ years
• Full benefits including health care, paid time off, life insurance, and 401k plan with company match for eligible team members.
• 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.

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.