Software Technical Support

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🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $45k - $65k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

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TRAC Recruiting

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2007

🎯 Recruiter

🤝 B2B

Recruitment • B2B

TRAC Recruiting is a women-owned recruiting and staffing firm focused on high-quality, direct-hire placements across industries. The company emphasizes a “quality over quantity” model, building long-term partnerships with clients by deeply understanding their organizations and roles rather than relying on keyword matching. TRAC has particular experience supporting search funds, SaaS companies, and startups, and its team members each have 10+ years of staffing experience, specializing within different divisions to help clients scale effectively.

📋 Description

• Provide exceptional customer support by resolving customer issues promptly, efficiently, and professionally. • Elevate systems and processes by observing, analyzing and providing actionable feedback on the support systems, software, and processes. • Share operational insights, areas for improvement, and new ideas to improve customer support practices with senior leadership. • Collaborate across Finance, Sales, and Engineering to learn and adopt new practices. • Help establish and maintain the tracking of key metrics that drive outcomes for customers including response times, quality of responses, customer satisfaction, and renewal rates. • Conduct implementation calls, configure customer solutions, and deliver product training sessions to help customers successfully onboard and begin using their software solutions. • Serve as the primary point of contact and manage relationships with key clients to ensure ongoing success and satisfaction.

🎯 Requirements

• 2+ years of experience as a customer service professional in a customer-facing role. • Experience in customer retention, escalations, and resolving complex customer issues with professionalism and empathy. • Experience identifying opportunities to expand value through thoughtful upsell and cross-sell conversations. • A passion for delivering exceptional customer experiences by being relationship-driven and customer-focused. • Strong career ambition, and curious and eager to build a career path in Customer Success. • Experience working for a technology/software company, or working with a complex product (airline, bank, etc) is a plus. • Experience using a ticketing system such as HubSpot is a plus. • A highly motivated self-starter with strong problem-solving skills, exceptional communication skills (both written and verbal) and an analytical and creative mindset with the ability to identify patterns and propose new ideas. • Bilingual proficiency in English and Spanish, with the ability to communicate professionally with customers in both languages is a plus. • Must be a U.S. Citizen or Permanent Resident, and able to successfully pass an FBI background check as a condition of employment.