Senior Support Representative

Job Description

Assume responsibility for effectively managing internal, external, and executive escalations, ensuring successful resolutions. Deliver outstanding customer support and expertly address technical issues, offering solutions to complex problems through phone, email, and chat interactions. Consistently achieve performance benchmarks related to call quality, customer satisfaction, and efficient call handling. Employ critical thinking to thoroughly analyze information and develop comprehensive solutions. Be prepared to provide after-hours and on-call support as needed, with scheduling done in advance whenever feasible. Keep a close watch on ticket queues and potential issues during periods when Support Leadership is unavailable. Work collaboratively with colleagues, maintaining open lines of communication to facilitate effective resolutions for client issues. Offer clear and specific expectations, ensuring timely follow-up on all customer-related matters. Assist customers with product troubleshooting by guiding them through screen connect sessions. Work in tandem with Team Leads and the Customer Support Manager to guide and advise the Support team. Contribute to the training of new team members as needed. Participate in the mentoring and development of existing team members to foster growth. Review draft knowledge base articles to ensure accuracy and relevance. Take on additional duties and projects as required to meet business needs. Be willing to travel occasionally (less than 1% of the time) with advance notice.

Qualifications

1. Possess a minimum of 1 year of prior customer service experience. 2. Have at least 1 year of experience supporting or working with StarRez products. 3. Demonstrate experience using CRM systems for customer management. 4. Hold an associate's or bachelor's degree (preferred). 5. Have knowledge of SQL and the ability to write database queries. 6. Have a track record of successfully performing the role of Technical Support Representative. 7. Be capable of querying the StarRez Database using SQL statements.

Benefits

- Demonstrate exceptional communication skills, both written and verbal. - Exhibit a high level of self-motivation, coupled with excellent time management and organizational skills. - Possess strong problem-solving abilities to promptly manage and resolve escalations. - Be flexible and adaptable to working with customers across various time zones, including international clients. - Demonstrate the ability to remain focused and consistently deliver results in a fast-paced work environment. - Be skilled at multitasking and effectively managing competing priorities. - Be proficient in using internal tools while strictly adhering to company policies and procedures. - Demonstrate an outstanding work ethic with a strong team-oriented mindset. - Offer exemplary customer support and resolve technical issues via phone, email, and chat channels. - Be a quick learner with the ability to master a complex, multi-faceted product and adapt to ongoing product development. - Consistently meet performance objectives, including call quality, customer satisfaction, and call handling metrics. - Set clear expectations with customers and provide timely follow-up on all issues. - Apply critical thinking skills to analyze information, identify root causes, and recommend effective solutions. - Communicate and collaborate effectively with colleagues to resolve client issues. - Facilitate remote troubleshooting sessions (e.g., screen connect) to assist customers with product issues. - Demonstrate strong call-handling and customer interaction soft skills. - Possess strong software and hardware troubleshooting expertise. - Be capable of self-managing while also contributing as an engaged member of the team. - Maintain motivation and performance in fast-paced, high-pressure environments. - Exhibit strong research abilities and problem-solving skills to resolve complex issues. - Review and contribute to the Technical Support Representative Knowledge Base articles. - Provide after-hours and/or on-call coverage as required. - Assist with urgent and escalated issues in a professional and timely manner.