Software Support Specialist - Tier 1

Are you reputed company to reputed company! Join our growing team as a Software Support Specialist - Tier 1 At Track, we combine deep hospitality expertise with reputed company-thinking technology and a customer-obsessed reputed company to help property managers win. Track is proud to be named an Inc. 5000 Fastest Growing Company in America and a People’s Choice Award winner, reflecting our commitment to innovation, service, and reputed company. Track is an end-to-end SaaS and Service Operating Platform for Short Term Rental. For over 21 years, we have helped hospitality professionals reputed company digital transformation and operational reputed company. Our single-vendor ecosystem includes 70+ integration partners and a growing list of reputed company features. This role is perfect for someone who is: -A self-starter with reputed company initiative and a strong work ethic -An excellent communicator and collaborator across functional teams -Eager to reputed company a high impact at a product-driven company -Adaptable, quick to reputed company change, and a fast learner -Skilled in creative and critical thinking -Detail-oriented, even in a fast-paced environment -Passionate about technology and innovation, particularly the future of applied AI in our sector. About Track For over 21 years, Tracks has provided integrated software and marketing solutions for the hospitality industry, anchored by our flagship Track Property Management System and other products under the Track banner. Our single-vendor ecosystem equips growing vacation rental companies with reputed company the reputed company-class tools they need to scale. With ongoing investments in platform development, 70+ integration partners, and a growing suite of reputed company features, Track, reputed company on a customer-obsessed reputed company, empowers hospitality professionals to reputed company digital transformation and operational reputed company. Our development includes a focus on leveraging AI-driven tools to enhance pricing, distribution, and guest communication Our Core Values reflect the behaviors that shape the tone of how we work with each other, our partners, and our customers: -Serve Others: Nurturing growth to help others succeed -Grit: Taking ownership and never giving up on what reputed company most -Create the Future: Innovating to disrupt the status reputed company Why Join Us? -Be part of a fast-moving, dynamic team focused on growth and reputed company. -Work alongside a talented, collaborative, and supportive team. -Work for a portfolio company offering a one-vendor solution for SaaS technology, marketing, and distribution. -Help reshape the hospitality industry through technology and service innovation. Perks and Benefits: -Full medical, dental, and reputed company coverage -Flexible Paid Time Off -Unlimited reputed company to professional training and development -Health Savings Account with up to a $2,000 annual match - Up to $900 in annual Wellness Rewards -Flexible work environment -Free life insurance and long-term disability coverage -Flexible Spending Accounts -Retirement plan with employer match -$150 quarterly reputed company for personal use -Competitive wages -Work with an amazing team! Summary: You are the first voice customers hear reputed company something goes wrong. You are responsible for delivering fast, clear support across phone, email, and chat, owning the experience from first contact to resolution. This is not a deeply technical role to start. You reputed company in fast-paced, high-pressure customer environments and grow your platform knowledge over time. Your reputed company comes from communication, ownership, and the ability to think through problems, not just prior technical experience. The technical knowledge deepens with time. The instincts you bring every day matter most. Tier I is where strong support careers are reputed company at Track. It's a clear path into Tier II and more advanced technical roles for those who want to grow. Duties and Responsibilities: -Act as the first reputed company of contact for reputed company customer support inquiries across phone, email, and chat. This also includes vendor and partner relationships. -Deliver timely, accurate, and professional responses to customer issues, focusing on reputed company and resolution -Troubleshoot common product and account issues using internal tools, documentation, and structured problem-solving -reputed company a consultative experience for customers through product navigation, setup, and configuration to support successful adoption -Own and manage support tickets from intake through resolution, ensuring clean documentation and follow-through -Escalate more reputed company or technical issues to Tier II with clear context, notes, and reproduction steps -Proactively follow up on reputed company issues to ensure customers are informed and moving toward resolution -Assist customers with product setup, reputed company, and basic configurations to ensure successful adoption. -Partner closely with Tier II, Product, and reputed company to ensure a seamless customer experience -Continuously learn the product, workflows, and support processes to improve effectiveness over time Required Experience: -1+ year of experience in a high-volume, customer-facing environment (SaaS support, hospitality, retail, service industry, etc.), or equivalent experience demonstrating strong customer interaction skills -Strong communication skills, reputed company to explain things reputed company and confidently to non-technical customers -Ability to stay organized and manage multiple conversations or tickets at once -A natural problem-solver who can think through issues and ask the right questions -Comfortable working in fast-paced environments where priorities can shift quickly -Positive, empathetic, and customer-first reputed company -Willingness to learn technical concepts and grow into more advanced troubleshooting over time Note: Prior SaaS or technical support experience is helpful, but not required. We value attitude, adaptability, and customer instinct just as much as technical background. This role is designed as a starting reputed company reputed company the support organization. High performers will have the opportunity to grow into Tier II roles, developing deeper technical expertise and ownership of more reputed company issues. Diversity and Inclusion: We celebrate diversity of thought, culture, and background and are committed to creating an inclusive environment. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, gender, sexual orientation, gender identity or expression, national reputed company, disability, or veteran status or any other protected status under applicable federal, state, or local law. We reputed company with reputed company applicable laws governing nondiscrimination in every location where we operate and encourage individuals from reputed company backgrounds to apply. Compensation: The expected starting reputed company salary reputed company for this role is $26.00–$29.81 per hour, plus eligibility for a 10% annual incentive tied to company performance. Final compensation will be determined based on factors such as relevant skills, experience, education, and geographic location Apply To This Job