Technical Support Representative

About StarRez

StarRez is the global leader in student housing software, providing innovative solutions for on and off-campus housing management, resident wellness and experience, and revenue generation. Trusted by 1,400+ clients across 25+ countries, StarRez supports more than 4 million beds annually with its user-friendly, all-in-one platform, delivering seamless experiences for students and administrators. With offices in the United States, Australia, the UK, and India, StarRez blends the robust capabilities of a global organization with the personalized care and service of a trusted partner.

The Role 

StarRez is seeking a Technical Support Representative to serve as a key point of contact for customers needing technical assistance and product support. You will handle customer inquiries across phone, chat, and email channels while delivering a high level of service with professionalism, confidence, and empathy. 

In this role, you will troubleshoot technical issues, guide customers through solutions, and collaborate with internal teams to ensure successful resolution of customer concerns. You thrive in a fast-paced support environment, communicate clearly, and use critical thinking skills to solve complex problems while creating a positive customer experience. 

Role Specifics 

Work Location: Remote (US) 

Travel: Less than 5% (The percentage of travel is an estimation and could vary based on business needs). 

Reporting Structure: This role reports to the Team Lead, Customer Support.  

Schedule: The selected candidate will observe an 8AM-5PM Mountain Time schedule. 

Application Deadline: This role will accept applications until June 11th at 11:59PM CDT, unless otherwise posted. 

What You Will Own 

Deliver exceptional customer support and technical issue resolution via phone, email, and chat  

Manage customer inquiries and escalations through successful resolution, including internal, external, and executive escalations  

Meet established performance objectives related to call quality, customer satisfaction, and case handling  

Utilize critical thinking and problem-solving skills to analyze issues and provide effective solutions  

Communicate proactively with customers by setting expectations and providing timely follow-up  

Partner cross-functionally with colleagues to resolve client issues efficiently and effectively  

Facilitate screen-sharing and remote troubleshooting sessions to assist customers with product-related concerns  

Support additional projects and responsibilities as needed based on business priorities 

Required Qualifications 

1+ years of customer service experience, preferably in a call center, software support, or technical support environment  

High School Diploma or GED  

Strong verbal and written communication skills  

Ability to manage multiple customer interactions in a fast-paced environment  

Strong troubleshooting, analytical, and problem-solving abilities 

Preferred Qualifications 

Associate or Bachelor’s degree  

Experience using CRM platforms such as Salesforce, HubSpot, or similar systems  

Basic SQL knowledge and ability to write queries  

Experience supporting SaaS or software-based products 

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. 

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. 
US - Salary Range
$22.15—$24.04 USD

StarRez is an equal opportunity employer.