Technical Customer Support Specialist Tier 1

Trackforce Valiant
San Diego, CA / Remote
30+ days ago
Trackforce Valiant
Trackforce Valiant

Job Description

Customer Support Specialist Tier 1

Trackforce Valiant is a fast-growing global company providing web-based and mobile solutions to the security services and hospitality industries in more than 25 countries. Our officer management and scheduling applications are used by thousands of daily subscribers in a dozen languages who keep people and places safe and organized.

We are growing, looking for a self-motivated Customer Support Specialist Tier 1 to work near our San Diego, CA or Woodbury, NY offices, but as mostly remote employee. Occasional in person training or meetings may occur on site at our offices, but daily duties will be remote. If you enjoy technology and are totally customer focused, we would like to talk to you.

Answering and responding to client concerns with world-class professionalism sets us apart from our competition. The Support Team also configures devices, applications and client access to solutions as part of deploying licenses on accounts. The right applicant will work side by side with our Customer Success, Implementations, and Sales teams to ensure maximum value is delivered to our clients.

This is an entry level position with opportunities to advance if you leverage your skills and motivation and make a commitment to ensuring the success of both are customers and our company.

The right candidate will spend a lot of time talking and typing. Excellent written, verbal and typing skills are essential. After learning about our solutions, you will assist others during web-based training sessions or during phone calls. The ability to do business in Spanish is a requirement to serve our Latin American clients.

Reports to

US Customer Support Director, based in San Diego.


· Provides outstanding quality and enthusiastic customer support with a high degree of customer satisfaction, functional and technical expertise, as well as thorough and timely response to customers, via phone, email or online chat.

· Performs excellent analysis, assessment and troubleshooting with the ability to know when to escalate.

· Achieves and maintains a thorough proficiency with the capabilities of Trackforce Valiant’s “Software as a Service” applications as well as corresponding system and software changes.

· Provides support to Customer Success and Implementation team members and clients as required, including accounts originating outside the United States.

· Assists customers by providing remedial training as needed and coordinating with Customer Success team members to schedule follow-up training requirements if needed.

· Promotes, explains and encourages customers to use additional software solution functionalities they may not be currently using.

· Documents software defects for escalation to a Customer Support Specialist Tier 2.

· As requested, assists development of marketing communications or documentation related to products or features.

· Consistently and completely documents phone and email support transactions, identifying processes and methodologies used to diagnose and resolve the customer’s issues within appropriate CRM tools.

· Infrequent, periodic travel may be required for team building exercises or company events.

· Other customer support tasks and responsibilities as requested.

Required Skills

· Experience supporting SaaS applications required.

· Solid understanding of basic computer functions the ability to teach and train others.

· Strong verbal and written English communications skills.

· Spanish language skills required to support activities in Mexico, Puerto Rico or other locations where written or verbal communication in Spanish is required.

· Ability to communicate effectively over the phone, online as a presenter and in writing.

· Excellent organizational, problem solving and communications skills

· Ability to work independently and balance multiple priorities.

· Two (2) or more years of experience in a customer service or support environment.

Must have received or be willing to receive the COVID-19 vaccination by date of hire to be considered. Proof of vaccination required.

Job Environment

· Monday through Friday in a majority remote work environment for daily duties, but geographically located near San Diego, CA or Woodbury, NY for periodic in person training or meetings.

· Work hours will be 07:00 to 16:00 (7AM to 4PM) Pacific Time or 10:00 to 19:00 (10AM to 7PM) Eastern Time with one (1) hour lunch.

· Medical, dental and vision for employee and family members available.

· Open Time Off policy for flexible paid holidays after manager approval with nine paid holidays.

Job Type: Full-time

Pay: From $21.00 per hour


  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Vision insurance


  • 8 hour shift
  • Day shift

Work Location:

  • One location

Work Remotely:

  • Temporarily due to COVID-19

Work Location: One location


Not sure if you qualify?

Uvaro is here to help you land great jobs like this one.

Upgrade your skills

Other Jobs

Rise People

Rise is Canada’s complete people management solution that gives employers everything they need to build loyal and productive teams—all in one place. We collaborate and co-create to build solutions that completely change how companies of all shapes and sizes manage their payroll, scheduling, time tracking, group benefits, recruitment, onboarding, and more.

Vancouver, BC

1+ years of successful sales development experienced experience in B2B software or B2C services is a plus. Ability to work occasional evenings or weekends.

Waterloo, ON / Remote
Freshworks Inc

About Freshworks: Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end-user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM). Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including American Express, Sony, Vice Media, TaylorMade, Sotheby’s, Stitchfix, OfficeMax, Multichoice, Delivery Hero, ITV, and Klarna. Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system). Overview: We are looking to hire smart and passionate folks for our inside sales team. The inside sales team are responsible for engaging with prospects and driving sales in the SMB segment. They understand the needs and requirements and collaborate with internal teams to help ensure a smooth sales process. This role is based out of Chennai. Responsibilities (What you'll be expected to do): - Qualify and prospect inbound leads generated by the lead generation team. - Be responsible to convert trial prospects to paid customers through enthusiastic customer engagement. - Own individual targets and work towards generating new revenue. - Collaborate with other appropriate internal teams and represent the customers to solve their business requirements. - Work with various internal stakeholders and achieve team targets. Requirements (What we look for in candidates): Must-haves: - 1-3 years of work experience in any customer-facing sales role. - Clear, concise, and effective written and oral communication skills. - Empathy towards customers and understanding their needs. - Interest, curiosity, and openness to learning new technologies. - Good interpersonal skills and ability to collaborate with internal stakeholders as well as end customers. - Learning mindset and the right attitude that will help you thrive and adapt in a fast-paced, performance-driven environment. - Flexibility in working in different shifts/regions. This is absolutely mandatory because you will be expected to work in a specific shift for a minimum of two years. Good to have: - Prior work experience in SaaS product companies in domains relevant to Freshworks' suite of products. - The proven track record of consistency in overachieving targets.

15 hours ago
Tamil Nadu Chennai