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# Technical Customer Support Representative

- **Company:** Tracegains Inc.
- **Location:** United States (Remote available)
- **Experience:** Starter
- **Salary:** $49,920.0 - $70,720.0
- **Contract:** Permanent contract
- **Skills:** Software Applications, Software as a Service, Issue Tracking Systems, Zendesk
- **Published:** May 14, 2026
- **Apply:** https://www.builtincolorado.com/job/technical-customer-support-representative-remote-usa/9356197

## About the Role

* Associate or bachelor's degree or equivalent combination of technical training and work experience
 * A minimum of 2 years in SAAS support OR a minimum of 2 years in software application/installation support.

It would be an asset if you have:

 * Strong verbal and written English communication skills
 * Demonstrated problem-solving and analytical abilities
 * Ability to work independently while contributing effectively to a team environment
 * Strong organizational and multitasking skills
 * Customer-focused mindset with attention to detail
 * Occasional travel required for department meetings, all company events, in-person seminars/networking events, etc. which may include overnight stays
 * Experience supporting enterprise SaaS platforms
 * Familiarity with ticketing systems such as Zendesk
 * Experience supporting global customers in food, beverage, CPG, or regulated industries

## Description

The Technical Customer Support Representative provides technical assistance to customers, resolves inquiries, and documents solutions, requiring strong communication and multitasking skills., Reporting to the Director of Technical Support, the Technical Customer Support Representative provides technical assistance to TraceGains customers via phone, email, and chat. This role supports daily operational needs by troubleshooting platform issues, documenting solutions, and collaborating with cross-functional teams to ensure timely and effective resolution of customer inquiries. The role requires strong communication skills, technical aptitude, and the ability to work within a global, fast-paced SaaS support environment., * Respond to inbound customer inquiries via phone, email, and chat in a timely and professional manner.

 * Utilize and navigate TraceGains products to resolve customer inquiries and concerns.
 * Guide customers through issue resolution steps with patience and clarity
 * Manage multiple support cases concurrently while maintaining service quality standards.
 * Provide excellent customer service and a high level of professionalism when handling customer questions, inquiries, and issues.
 * Document customer interactions, troubleshooting steps, and resolutions in Zendesk.
 * Maintain working knowledge of TraceGains products and supported workflows
 * Escalate complex issues to appropriate internal teams (R&D, QA, Product, Implementation).
 * Collaborate with cross-functional teams to support issue resolution and customer satisfaction.
 * Ability to accept and implement coaching and feedback to achieve individual or team performance objectives.
 * Other responsibilities as assigned.


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