Customer Support Representative - Groove Technology Solutions

Groove Technology Solutions is a leading provider of innovative technology solutions for the hospitality industry, offering a wide range of services from DIRECTV, Internet, and Wi-Fi to video surveillance, phone systems, energy management, and other cutting-edge in-room technologies. Recognized as one of the "Fastest growing companies in Utah" and honored with awards for being one of the "Best Companies to Work For in Utah," we foster a culture of innovation and continuous improvement. Join us in shaping the future of hospitality tech and growing with a company committed to excellence.

Overview of Position

We are seeking a Customer Support Representative to join our Customer Support Team. In this role, you will provide comprehensive customer service by troubleshooting programming and equipment issues, answering customer questions, and resolving claims, warranties, and service-related concerns. You will use your troubleshooting skills to ensure customers have the best experience with Groove.

What you’ll own

• Provide accurate product information and serve as a knowledgeable resource for the customer.
• Represent the customer and Groove, ensuring successful outcomes for both.
• Troubleshoot technical equipment and programming by identifying root causes and offering appropriate resolutions.
• Communicate with customers via phone, email, online chat, or social media to resolve inquiries or concerns.
• Calmly resolve and de-escalate issues, while escalating to Tier 2 or a supervisor when needed.
• Respond to assistance requests and handle credit card authorization processes.

Experience and skills you’ll have

• Minimum 1 year of recent customer service or call center experience required.
• Strong PC navigation skills in a Windows environment and the ability to quickly learn Groove’s service software.
• Excellent interpersonal, organizational, and verbal/written communication skills.
• Strong listening skills, professional phone manners, and ability to handle customer concerns tactfully in a fast-paced environment.
• Ability to stay calm under pressure and multi-task efficiently.
• Team player with a positive attitude, openness to constructive feedback, and conflict resolution skills.
• Previous experience with PC or technical troubleshooting is a plus.
• Familiarity with Salesforce is a plus.

Perks & Benefits

• Compensation starts at $18/hr, with an increase upon promotion to Tier 2.
• Technical training provided.
• State-of-the-art, brand-new office located in Midvale, Utah.
• Stocked kitchen, onsite gym (Peloton included), and onsite masseuse.
• Comprehensive medical, dental, vision, and pet insurance.
• Life insurance, long and short-term disability coverage.
• 401K with employer match.
• Generous company-provided physical and mental well-being program.