Groove Technology Solutions creates an experience of familiarity and quality of life for guests of the hospitality industry. With innovative, cost-effective technology, as well as a partnership with DIRECTV, Samsung, AT&T, Telkonet and Interel. Groove Technology Solutions delivers quality in room entertainment and technology to the hospitality industry.

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.

Overview of Position

We are seeking a Customer Support Representative to join our Customer Support Team at our office in Raleigh, NC. This person will provide comprehensive customer service through troubleshooting customers 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.
• Excellent interpersonal, organizational and verbal and written communication skills required.
• Strong listening skills, professional telephone manner 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 service issues.
• The ability to work under pressure and multi-task.
• Ability to work effectively in a team environment and meet individual goals.
• Strong decision making and analytical abilities and deal with conflict resolution effectively.

Perks & Benefits

• Compensation range $16 - $18/hr with an increase once moving to a Tier 2 position
• Technical training will be provided
• Life insurance, long and short-term disability coverage
• 401K with an employer match
• Great medical, dental, vision and even pet insurance
• Generous company provided physical and mental wellbeing program
• In-office position with flexibility to WFH

Groove is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.