Customer Support Specialist

The Company

TrackAbout is a software company that helps businesses track returnable assets. These assets are anything that companies deliver and eventually pick back up. Our customers use mobile devices running TrackAbout software to record the movement of their physical assets. We collect data, send it to our web site, and turn it into valuable knowledge which our customers use to run their businesses more efficiently. See our corporate website for more information https://corp.trackabout.com/

We're looking for a high-energy, customer service-minded, tech savvy Customer Support Specialist to become part of our Customer Support Team.

Location 410 Rouser Rd, Suite 400 Moon Township PA, 15108 (Map)

Responsibilities and Duties

Your Responsibilities Our Technical Support Specialists are the face of TrackAbout to our customers. At a high level, your responsibilities will be to understand our customers’ needs and help them use our software to solve their problems. For this job you will need to be both good with people and technology. You will be responsible for issue identification, troubleshooting and resolution.

You will be doing:

• Customer Support : Providing Tier One tech support. Handling support calls, emails and feature requests from customers. Getting to know our customers on a first-name basis and being their advocate within TrackAbout.
• Professional Services : Helping new and existing customers with software projects including Custom Report building and Custom App configuration.
• Technical Documentation: Help create technical documentation

Qualifications and Skills

Technical Skills

Required

The job is technical in nature and requires research, analytical and database skills. Geeks are welcome!

• Knowledge of SQL queries, data manipulation and scrubbing is required
• Strong research skills to collect information, troubleshoot and document issues.
• Knowledge of Microsoft Office suite (Word, Excel, Power Point SQL Server)
• Excellent verbal and written communication.

Really nice to have skills, but not required

Previous experience providing Customer Support, Technical Support, Project Management.
Previous experience in Software as a Service (SAAS)

People Skills

We take customer support seriously. TrackAbout provides our customers with friendly, thorough and knowledgeable customer service, beginning to end. This begins with you. You need to be able to clearly and patiently communicate well with customers.

Organizational Skills

• Self Starter: You will need to be a self starter who can take the initiative on projects without a lot of supervision.
• Organized: You will have to juggle several customer projects at once and will need to keep them all organized.
• Multi-tasker. At any given time you will be managing multiple issues and projects.
• Fast Learner: You will get hands on experience with the product and our processes from day one. You should be a quick learner and ready to dig in.

Personal Traits we look for:

• Excellent communication skills, verbal and written
• Insatiable curiosity, a love of learning and a desire to continuously improve
• Friendliness and solid interpersonal skills
• Attention to detail
• Strong organizational and task-management skills

Work Environment

You'll be joining a team of dedicated professionals. The company has less than 25 employees and retains a small company feel. TrackAbout is a friendly place to work and management is always accessible.

We offer a comprehensive and generous benefits package. Our Technical Support team works mainly regular business hours. We promote continuous improvement in every aspect of our work. More about our company culture in BlogAbout TrackAbout.

TrackAbout's Core Values:

• Believe in the Power of Storytelling
• Work with Great Passion and Enthusiasm
• Celebrate Problem Solving
• Foster a Fun and Friendly Atmosphere
• No Egos & No Yelling