Customer Support Representative

Groove Technology Solutions creates an experience of familiarity and quality of life for guests in the hospitality industry. With innovative, cost-effective technology, as well as a partnership with DIRECTV, Internet, and Wi-Fi to video surveillance, phone systems, energy management, and other in-room technologies, we serve a wide range of industries including hotels and resorts, senior living and hospitals, student housing, campgrounds, restaurants and more.

We are proud to have been awarded one of the "Fastest growing companies in Utah" by MountainWest Capital Network Utah 100, “Best Companies to Work For in Utah” by Utah Business, and “Top Workplaces” by The Salt Lake Tribune.

*This position is Saturday - Tuesday 8:00 am - 7:00 pm MST*

Overview of Position

We are seeking a Customer Support Representative to join our Customer Support Team. This person will provide comprehensive customer service by troubleshooting customer's programming and/or equipment issues, answering customer questions, and resolving issues regarding claims, warranties, and servicing products. This person will use their troubleshooting skills to ensure our customers have the best experience at Groove

What you’ll own

• Provide accurate product information and serve as a knowledgeable resource for the customer, accurately representing the customer and Groove.
• Determine appropriate courses of action to ensure the result is successful both from a customer and Groove standpoint and document the interaction in Salesforce.
• Troubleshoot technical equipment & programming by identifying root causes and provide appropriate resolution.
• Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns.
• Calmly attempts to resolve and de-escalate any issues.
• Escalates calls to tier 2 support or supervisor when necessary and appropriate.
• Responds to requests for assistance and/or possible processing of credit card authorizations.

Experience and skills you’ll have

• Minimum 6+ months of recent customer service, retail, or call center experience preferred.
• High level of PC navigation ability in a Windows environment with the ability to quickly learn the Groove service software systems.
• Excellent interpersonal, organizational, and verbal and written communication skills are required.
• Strong listening skills, professional telephone manners, and ability to deal tactfully and effectively with customers in a fast-paced customer-focused call center.
• Be patient with difficult customers and polite when interacting with customers with service issues.
• The ability to work under pressure and multi-task.
• Ability to get along with others, accept constructive feedback, and exhibit a positive attitude.
• Ability to work effectively in a team environment and meet individual goals.
• Strong decision-making and analytical abilities and deal with conflict resolution effectively.
• PC and technical troubleshooting experience is a plus.
• Previous experience with Salesforce is a plus.

Perks & Benefits

• Compensation starts at $17/hr with an increase once moving to a Tier 2 position.
• Technical training will be provided
• State of the art brand new office conveniently located in Midvale, Utah
• Stocked kitchen
• Onsite gym (Peloton included)
• Onsite masseuse
• Great medical, dental, vision, and even pet insurance
• Life insurance, long and short-term disability coverage
• 401K with an employer match
• Generous company provided physical and mental well-being program