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# Software Support Specialist - Tier 1

- **Company:** TravelNet Solutions
- **Location:** United States (Remote available)
- **Salary:** $53,997.0 - $62,005.0
- **Contract:** Permanent contract
- **Skills:** Software as a Service, Bug Reporting
- **Published:** August 6, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=622e30e0259535c7

## About the Role

* 1+ year of experience in a high-volume, customer-facing environment (SaaS support, hospitality, retail, service industry, or similar), or equivalent experience showing 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 thinks through issues and asks the right questions

 * Comfortable working in fast-paced environments where priorities shift quickly

 * Positive, empathetic, customer-first mindset

Nice to have

 * Prior SaaS or technical support experience

 * Familiarity with ticketing or support tools used in a high-volume environment

You will thrive here if

 * You lead with communication and ownership rather than relying on prior technical depth. That grows with time

 * You want a real path forward. High performers move into Tier 2 and take on deeper technical ownership

 * You stay calm and clear when a customer is frustrated, since you are often the first voice they hear

## Description

You are the first voice customers hear when something goes wrong, owning support across phone, email, and chat from first contact through resolution. This is not a deeply technical role to start. You will grow your platform knowledge over time, and Tier 1 is the clear entry point into Tier 2 and more advanced technical roles at Track.

What you will do

 * Act as the first point of contact for customer, vendor, and partner support inquiries across phone, email, and chat

 * Own support tickets from intake through resolution, keeping documentation clean and follow-through consistent

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

 * Guide customers through product navigation, setup, and configuration to support successful adoption

 * Escalate complex or technical issues to Tier 2 with clear context, notes, and reproduction steps

 * Proactively follow up on open issues so customers stay informed and moving toward resolution

 * Partner with Tier 2, Product, and Customer Success to keep the customer experience seamless


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