Client Support Specialist

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Tracker Products

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1996

💼 Consulting

⚖️ Legal

📦 Logistics

Consulting • Legal • Logistics

Tracker Products is a leading provider of evidence management software, designed to facilitate the secure and efficient tracking of physical and digital evidence for law enforcement agencies and other organizations. Their comprehensive solution, SAFE, streamlines the entire evidence management process, ensuring a transparent chain of custody while improving accountability, security, and compliance with legal standards. The software includes features such as automated workflows, barcode scanning, mobile app access, and reporting tools, making it versatile and convenient for users in various sectors, including police departments, forensic labs, and legal firms.

📋 Description

• Respond promptly to client inquiries via phone, email, and ticketing system • Guide customers through troubleshooting steps and resolve technical and functional issues • Document resolutions and escalate complex issues when necessary • Maintain understanding of SAFE functionality, workflows, and integrations • Diagnose and report software bugs, performance concerns, and data discrepancies • Collaborate with the implementation team on client onboarding and training • Track, prioritize, and manage support tickets to meet response and resolution SLAs • Maintain clear, professional, and timely case communication • Document recurring issues for product updates and knowledge base materials • Create and maintain user guides, FAQs, and training resources • Deliver brief virtual training sessions for clients • Capture client feedback and relay it to the product team • Proactively contact existing clients to ensure continued satisfaction • Conduct periodic check-ins to assess system performance and identify training needs • Build trust-based client relationships that encourage loyalty and advocacy • Represent client needs and priorities internally across teams

🎯 Requirements

• Experience in a customer support or client services role, preferably in software/SaaS • Strong written and verbal communication skills • Problem-solving mindset and ability to explain technical concepts in simple terms • Proficiency with support ticketing systems and remote support tools • Ability to multitask and stay organized in a fast-paced environment • Familiarity with law enforcement processes preferred • Experience supporting enterprise software solutions preferred • Basic technical skills such as HTML, SSO, or API knowledge preferred • Submit a resume and brief cover letter

🏖️ Benefits

• Competitive salary and performance-based incentives • Opportunities for career advancement and professional growth • A collaborative and supportive team culture • Access to ongoing training and development