Tracker Products

Customer Support

• Serve as the first point of contact for clients using SAFE, Tracker Products' cloud-based evidence management software.
• Respond promptly to client inquiries via phone, email, and ticketing system; guide customers through troubleshooting steps and resolve technical and functional issues.
• Clearly document resolutions, escalate complex issues, and log system issues for engineering/product teams.
• Maintain deep understanding of SAFE functionality, workflows, and integrations; diagnose and report software bugs, performance concerns, or data discrepancies.
• Collaborate with implementation and development teams to support new client onboarding, training, and issue resolution.
• Track, prioritize, and manage customer support tickets to meet response and resolution SLAs; document recurring issues to inform product updates and knowledge base materials.
• Assist in creating and maintaining user guides, FAQs, and training resources; deliver brief virtual training sessions for clients as needed.
• Proactively reach out to existing clients for retention, conduct periodic check-ins, and act as the client’s voice internally.

Client Support Specialist