Client Support Specialist

About Us

Tracker Products is a Christian-owned company rooted in a commitment to integrity, innovation, and purposeful growth. We develop cloud-based evidence management software used by law enforcement agencies across the country. Our mission is to bring order to chaos — helping our clients streamline operations, ensure chain-of-custody integrity, and support the equitable delivery of justice.

We operate from a foundation of biblical values, including servant leadership, honesty, excellence, and accountability. As such, we seek team members who are not only passionate about high performance but also aligned with our culture of humility, service, and purpose. If these values resonate with you, and you're energized by the idea of working in a fast-growing, mission-driven environment, we invite you to consider joining our team.

We are currently seeking a motivated, enthusiastic, and results-driven Sales Development Representative (Setter) to help us connect with organizations who need what we offer.

Summary Description

We are seeking a Customer Support Specialist to join our team supporting our cloud-based software, SAFE. In this role, you will be the first point of contact for clients, helping them maximize their use of SAFE by providing clear guidance, troubleshooting issues, and ensuring a positive user experience. You will work closely with our implementation and development teams to resolve client concerns, log system issues, and contribute to continuous improvements.

Duties / Responsibilities

Duties and responsibilities of the Client Support Specialist include, but are not limited to:

Client Support & Communication

Respond promptly to client inquiries via phone, email, and ticketing system.

Guide customers through troubleshooting steps, resolving technical and functional issues.

Clearly document resolutions and escalate complex issues when necessary.

System Knowledge & Problem Solving

Maintain deep understanding of SAFE functionality, workflows, and integrations.

Diagnose and report software bugs, performance concerns, or data discrepancies.

Collaborate with the implementation team to support new client onboarding and training.

Ticket & Case Management

Track, prioritize, and manage customer support tickets to meet response and resolution SLAs.

Ensure clear, professional, and timely communication at every stage of case handling.

Document recurring issues to help inform product updates and knowledge base materials.

Training & Documentation

Assist in creating and maintaining user guides, FAQs, and training resources.

Deliver brief virtual training sessions for clients as needed.

Capture client feedback and relay to the product team for enhancements.

Client Retention & Relationship Management

Proactively reach out to existing clients to ensure continued satisfaction with SAFE.

Conduct periodic check-ins to assess system performance, identify training needs, and reinforce best practices.

Build strong, trust-based relationships that encourage client loyalty and advocacy.

Act as the client’s voice internally, ensuring their needs and priorities are represented across teams.

Qualifications

Required

Experience in a customer support or client services role, preferably in software/SaaS.

Strong written and verbal communication skills.

Problem-solving mindset and ability to explain technical concepts in simple terms.

Proficiency with support ticketing systems and remote support tools.

Ability to multitask and stay organized in a fast-paced environment.

Preferred

Familiarity with law enforcement processes

Experience supporting enterprise software solutions.

Basic technical skills (HTML, SSO, or API knowledge).

What We Offer

• Competitive salary and performance-based incentives

• Opportunities for career advancement and professional growth

• A collaborative and supportive team culture

• Access to ongoing training and development

How to Apply

If you're ready to take on a challenging and rewarding role in a growing SaaS company, we’d love to hear from you! Please submit your resume along with a brief cover letter explaining why you’d be a great fit for this position.

Disclaimer: Tracker Products is a Christian-owned company that operates in alignment with biblical principles, including integrity, service, humility, and excellence.

While our culture reflects these values, we welcome and consider all applicants regardless of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status. Employment decisions are based on qualifications, merit, and organizational fit.

We are committed to building a team where everyone feels valued and respected. Tracker Products is an Equal Opportunity Employment Employer.