CUSTOMER SUPPORT SPECIALIST

TRACKtech, LLC Greenwood Village, CO Job Details Full-time $60,000 - $70,000 a year 1 hour ago Benefits Health insurance 401(k) Qualifications Live chat Teamwork Attention to detail Organizational skills Customer support Video conferences (communication methods) Full Job Description

COMPANY DESCRIPTION

TRACKtech, LLC is a technology company with a social purpose. TRACKtech's Criminal Justice Platform integrates case management, electronic monitoring, and supervision tools to equip agencies as they manage justice-involved individuals. It's a comprehensive platform offering a holistic approach to rehabilitation and monitoring services. The program fosters officer/program member collaboration by understanding and monitoring risks, needs, and responsivity. By integrating community-based resources and enhanced communication, the TRACKtech platform enables successful rehabilitation, reentry, and increased public safety. Utilizing a broad spectrum of data and workflow automation, the platform enables officers and agencies to implement individualized and responsive case plans, connecting program members to prosocial, community-based resources, meeting criminogenic needs, and reducing the likelihood of recidivism.

ROLE DESCRIPTION

We are seeking a Customer Support Specialist to provide front-line assistance and operational support for secure, cloud-hosted web and mobile platforms used by government and justice-related programs. This role blends technical troubleshooting, Android device management, and customer service, ensuring system performance, compliance, and user satisfaction. The ideal candidate will have excellent experience in customer support, troubleshooting and problem solving, and communication skills. Previous experience in mobile device management and SaaS products is a plus.

JOB RESPONSIBILITIES

SYSTEM

SUPPORT & TROUBLESHOOTING

Serve as the front-line contact for users experiencing application or device issues. Assist users with web console login access, password resets, role permissions, and data synchronization issues. Diagnose and resolve issues involving web application access, browser performance, network connectivity, and API-related integrations. Provide hands-on support for managed Android devices operating in kiosk mode under MDM control. Troubleshoot device and system communication problems, ensuring all system components remain operational and in compliance. Collaborate with internal development and cloud engineering teams to escalate and track technical issues through resolution.

OPERATIONAL MONITORING & MAINTENANCE

Monitor security alerts, compliance exceptions, and device connectivity through administrative dashboards. Support onboarding, configuration, and decommissioning of client devices and accounts. Verify data synchronization between the web and mobile environments, including schedules, notifications, and user records. Validate and test software updates, system patches, and MDM policy deployments. Maintain awareness of uptime, connectivity, and data integrity across hosted environments.

CUSTOMER ENGAGEMENT & TRAINING

Provide responsive, professional, and empathetic assistance to end users via phone, email, and chat. Educate users on key application functions, account access, and compliance procedures. Create and maintain clear, detailed documentation for recurring issues and resolution steps. Contribute to internal and client-facing knowledge bases, user guides, and training materials.

QUALIFICATIONS

3+ years of experience in customer service Strong written and verbal communication skills Knowledge of browser troubleshooting, developer tools, cookies, caching, and web sessions. Ability to manage multiple concurrent issues in a structured, detail-oriented manner. Experience with

Omnichannel Support:

Live chat, email queue management, phone/voice support, video calls.

PREFERRED

3+ years of experience supporting web-based software or SaaS systems. Solid understanding of Android device operation, particularly within MDM or kiosk-controlled environments. Android Enterprise or MDM-related certification. Knowledge Base Management. Experience with CJIS, HIPAA, or SOC 2 security and compliance environments. Familiarity with case management, justice, or field mobility solutions.

SOFT SKILLS

Excellent interpersonal and communication abilities, including technical translation for non-technical users. Strong documentation and organizational skills. Ability to remain calm, deescalate, and find solutions in high-pressure situations. Independent problem solver with a proactive, collaborative mindset.

HOURS:

Rotating business hours, nights and weekends Hybrid role, with in-office hours in

Greenwood Village, CO Pay:

$60,000.00 - $70,000.00 per year

Benefits:

401(k) Health insurance

Work Location:

In person