Technology Solutions Expert

Traackr is a global SaaS technology company providing data-driven solutions for marketers to optimize investments, streamline campaigns, and scale programs.

We cater to customers ranging from large companies in the beauty and personal care space to digitally native indie brands.

Our team operates on a culture of mutual respect with core value pillars including trust, diversity, value, ownership, and mutual success.

We are seeking a Customer Support Specialist who will play a pivotal role in delivering seamless onboarding experiences, expert training sessions, and efficient issue resolution.

• Demonstrate a deep understanding of our products and services to provide expert guidance to users.
• Facilitate the onboarding process for new customers, including account setup and implementation.
• Conduct training and working sessions with customers to optimize their utilization of the Traackr platform.
• Deliver timely and clear responses to users, utilizing problem-solving skills to efficiently address complex technical issues through our support interface.
• Collaborate with internal teams to escalate and resolve customer issues effectively.
• Work closely with Customer Success Managers and the Operations team to align our service level with company strategy.
• Identify recurring issues and gather customer feedback to contribute to product improvement, providing valuable insights.
• Assist the broader Customer Success team with various ad-hoc client projects such as usage and adoption reporting, presentation creation, and account analysis.

• Bachelor's degree.
• Familiarity with influencer marketing platforms like Instagram, TikTok, and YouTube is a plus.
• 2+ years of experience in SaaS customer support, Marketing, Communications, or Client Services.
• Exceptional written and verbal communication skills are essential for supporting clients across multiple channels and collaborating effectively with internal teams.
• Must have the ability to tailor communication to different audiences and simplify complex topics to enhance understanding.
• Demonstrated proficiency in public speaking and delivering compelling presentations.
• Strong analytical skills, adept at using Microsoft Excel or Google Sheets.
• Genuine passion for technology and a keen interest in exploring product intricacies.
• Essential qualities include self-motivation, quick learning ability, resourcefulness, attention to detail, and a collaborative mindset.

• Competitive Salary
• Remote Work Options with Hybrid Flexibility and Home Office Set-Up Stipend
• Coworking Office Subscription for Collaborative Spaces
• Comprehensive Health, Dental, and Life Insurance Coverage for You and Your Dependents*
• Open Vacation Policy and Flexible Holiday Schedule to Suit Your Needs
• Paid Parental Leave to Support Quality Time with Your Loved Ones
• Career Development, including Internal and External Training Opportunities

This position is 100% remote, with occasional in-person attendance required for trainings, meetings, and team gatherings.

Traackr employs individuals in multiple US states and countries. We use market benchmark data and geographic zones to determine our salary ranges.

Your zone's specific pay range is dependent on your location. We encourage you to discuss your zone-specific pay range with your recruiter at Traackr for more details.

Traackr is an Equal Employment Opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.