Role Description 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 and guide customers through solutions. - Collaborate with internal teams to ensure successful resolution of customer concerns. - Thrive in a fast-paced support environment and communicate clearly. - Use critical thinking skills to solve complex problems while creating a positive customer experience. 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. Requirements - Remote work location (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. Benefits - 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. - Opportunity to be a part of a well-established, high-performance company that has been in business for over 30+ years. - 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.

• Monitor and evaluate support cases to identify high-risk situations that may require proactive engagement. • Assess overall case health, technical progress, and customer communication to ensure timely issue resolution. • Collaborate with support engineers, product teams, and escalation stakeholders to address risks and maintain customer satisfaction. • Develop and improve AI-driven risk evaluation processes using historical support data and prompt engineering techniques. • Analyze support trends and recommend process, workflow, and operational improvements to reduce future escalation risks. • Maintain accurate records of support activities, case evaluations, and remediation efforts. • Investigate technical issues through log analysis, diagnostics, documentation review, and collaboration with technical teams. • Provide technical guidance and support to internal stakeholders regarding software, hardware, and cloud-based technologies. • Independently manage daily workload while balancing multiple high-priority support engagements. • Contribute to continuous improvement initiatives that enhance support quality, operational efficiency, and customer experience.

• Managing the resolution of technical issues for a distinct set of customers. Customers are system administrators who provide mission-critical services via Blackboard e-learning applications to students and faculty at a wide variety of learning institutions • Troubleshooting complex web applications. Issues to be resolved require a broad range of troubleshooting skills related to software functionality, application server setup, database management, data analysis, operating system configuration, performance tuning, installation, migration, and upgrades to Blackboard products • Providing excellent customer management, including excellent communications, responsive follow-through, and advocacy for customer issues within internal departments • Analyzing trends associated with the assigned customer base and reporting potential areas of risk or reward to Product Support Management. Success criteria are highly focused on the customer satisfaction level • Prioritizing numerous issues of varying severity and effectively managing the resolution of all issues within accepted service levels. This includes ownership of the data entered into the CRM system and appropriately updating both customer and appropriate Blackboard employees on the status of all issues on a timely basis • Collaborating extensively with peers, Blackboard Account Managers, and members of the escalation team including Product Support Engineers, Cloud Teams and Developers to resolve customer issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our customers • Drafting and reviewing Knowledge Base articles for Known Issues as well as for frequently recurring issues

• Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions • Diagnose and resolve customer-reported problems, performing root cause analysis to prevent recurrence and ensure high availability of services • Collaborate with engineering, product, and sales teams to escalate and resolve intricate technical challenges • Assist in the deployment and optimization of customer environments • Monitor and respond to support tickets in a timely manner, maintaining SLAs • Mentor junior team members and contribute to internal training resources • Stay abreast of emerging technologies and industry trends to enhance support capabilities and customer satisfaction