What You Will Do
Respond to customer inquiries via phone, chat, and email with accurate, timely solutions
Guide customers through product configuration so they can get measurable value quickly
Train customers on product features and best practices for their specific operations
Troubleshoot issues by gathering the right information, reproducing problems, and identifying root causes
Distinguish between one-off user errors and systemic product issues worth escalating to the development team
Provide clear, structured feedback to the product and engineering teams about recurring customer pain points
Continuously expand your knowledge of TimeTrak products, payroll concepts, and support methods
Monitor for patterns across support interactions that indicate broader product or documentation gaps
Preferred Experience
Experience in a customer support or customer care role (1+ years preferred)
Experience with payroll, time tracking, or workforce management software
Familiarity with supporting customers across multiple channels (phone, chat, email)
What We Are Looking For
Comfort navigating technical software while talking a non-technical customer through the same steps
Ability to gather information methodically and work through problems logically rather than guessing
Strong written and verbal communication skills, including the ability to explain complex topics simply
Willingness to learn payroll concepts, labor rules, and time tracking terminology
Enough attention to detail to catch configuration errors that could cause payroll problems downstream
Ability to manage multiple open issues across channels without losing track
A natural sense for when a customer issue is really a product issue and should be escalated.
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