Technical Support Representative - UT
Full Time Position


Groove Entertainment Technologies 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 and Telkonet-Groove Entertainment Technologies delivers quality in room entertainment and technology to the hospitality industry. The Technical Support Representative (TSR) is responsible for supporting the core values of Groove Entertainment by providing comprehensive customer service through troubleshooting customers’ programming and/or equipment issues, answering customer questions, and resolving issues regarding claims, warranties and servicing products. Demonstrates world class customer relations and achieves a high level of quality results in a timely and efficient manner.

Job Duties

  • 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
  • Maintains and updates customer information as necessary
  • Calmly attempts to resolve and de-escalate any issues
  • Escalates calls to supervisor when necessary and appropriate
  • Responds to requests for assistance and/or possible processing of credit card authorizations
  • Tracks call-related information for auditing and reporting purposes
  • Provides feedback reports on call issues related to downtime and/or training issues
  • Other duties as assigned




  • Minimum of 1 year of continuous and verifiable employment
  • Minimum 6+ months of recent customer service, retail, or call center experience preferred
  • Ability to be effective in a light sales (upselling) environment
  • 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 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 get along with others, accept constructive feedback and exhibit a positive attitude
  • Demonstrated passion for excellence with respect to treating and caring for customers
  • Ability to work effectively in a team environment and meet individual goals
  • Strong decision making and analytical abilities and deal with conflict resolution effectively
  • Ability to work and perform in a fast-paced environment within structured work guidelines
  • High school diploma or GED required and Must be able to type a minimum of 30 wpm
  • Ability to learn in a virtual style training environment and adapt to changing work requirements
  • PC and technical troubleshooting experience a plus
  • Previous experience with Salesforce a plus
  • Experience troubleshooting any of the following preferred DIRECTV, WiFi, Network Installation, Mitel Phones, surveillance cameras, Telkonet, Digital Signage, Television, Digital Door Locking Systems, AT&T



  • 401K + Match
  • Comparable Medical, Dental, Vision Insurance


Physical Requirements

  • Ability to sit for long periods of time
  • Ability to work at a computer station for extended periods of time
  • Ability to answer phones with or without the use of a headset
Apply Online

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