Software Support Specialist

This role is perfect for someone who is:

- A self-starter with tremendous initiative and a strong work ethic

- An excellent communicator and collaborator across functional teams

- Eager to make a high impact at a product-driven company

- Adaptable, quick to embrace 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 all the enterprise-class tools they need to scale. With ongoing investments in platform development, 70+ integration partners, and a growing suite of native features, Track, built on a customer-obsessed mindset, empowers hospitality professionals to achieve digital transformation and operational excellence. 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 matters most

- Create the Future: Innovating to disrupt the status quo

Why Join Us?

- Be part of a fast-moving, dynamic team focused on growth and success.

- 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 vision coverage

- Flexible Paid Time Off

- Unlimited access 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 gift for personal use

- Competitive wages

- Work with an amazing team!

Summary and Responsibilities:

You are the first voice customers hear when 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 thrive in fast-paced, high-pressure customer environments and grow your platform knowledge over time. Your success 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 built at Track. It's a clear path into Tier II and more advanced technical roles for those who want to grow.

- Act as the first point of contact for all 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 clarity and resolution

- Troubleshoot common product and account issues using internal tools, documentation, and structured problem-solving

- Provide 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 complex or technical issues to Tier II with clear context, notes, and reproduction steps

- Proactively follow up on open issues to ensure customers are informed and moving toward resolution

- Assist customers with product setup, onboarding, and basic configurations to ensure successful adoption.

- Partner closely with Tier II, Product, and Customer Success to ensure a seamless customer experience

- Continuously learn the product, workflows, and support processes to improve effectiveness over time

Minimum Qualifications:

- 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, able to explain things clearly 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 mindset

- Willingness to learn technical concepts and grow into more advanced troubleshooting over time

- Comfortable using AI-assisted tools to draft responses, summarize tickets, and find answers faster, while applying your own judgment before sending

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 point within the support organization. High performers will have the opportunity to grow into Tier II roles, developing deeper technical expertise and ownership of more complex issues.

Diversity and Inclusion:

We celebrate diversity of thought, culture, and background and are committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, or veteran status or any other protected status under applicable federal, state, or local law.  We comply with all applicable laws governing nondiscrimination in every location where we operate and encourage individuals from all backgrounds to apply.

Compensation: