Hybrid Technical Support Representative

at StarRez, Inc.

• Job title: Technical Support Representative
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Melbourne, Australia

About the role

• Technical Support Representative providing assistance to customers through various channels. Handling inquiries, troubleshooting issues, and ensuring high-quality customer service in a hybrid role.

Responsibilities

• Manage to successful resolution internal, external, and executive escalations
• Provide exemplary customer service to both internal and external customers
• Troubleshoot and resolve complex issues via phone, email, and chat, while maintaining a focus on quality, customer satisfaction, and meeting service-level objectives
• Utilize critical thinking skills to analyze information, identify root causes, and implement effective solutions
• Monitor ticket and other possible issues in absence of Support Leadership
• Participate in an on-call roster to provide urgent after-hours support for customers when needed
• Effectively communicate and partner with colleagues to assist in resolving client issues
• Provide specific expectations and timely follow up on all customer issues
• Facilitate screen connect sessions to aid customers in troubleshooting the product

Requirements

• Exceptional communication skills, including strong public speaking and written communication abilities
• 2–3 years of experience in a customer-focused technical support role, preferably in application or software support
• 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

Benefits

• 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.