Technical Customer Support Representative - Remote - USA

Veralto Global • Remote, MA

3d • Remote

About The Position

TraceGains Technical Customer Support Representative – Remote - USA

Imagine yourself
Growing your expertise and expanding your skillset with every project.
Thriving in a supportive team environment that inspires you to strive for excellence.
Joining a company with a proven track record of success and an exciting future.
At TraceGains, You Can Make a Difference
Headquartered in Broomfield, Colorado, TraceGains, a Veralto company, connects people and information so teams can work smarter. As a global technology company, we provide networked innovation, quality, and compliance solutions to consumer brands that want to reduce supply chain risk, speed up business processes, and take control of data.
At TraceGains, we believe “we’re in this together,” and our goal is to provide the most innovative solutions in the industry. We are in the game to change the industry, and with the help of our ever-growing TraceGains Network, we have created the CPG industry’s first networked ingredients marketplace. We also know that innovation and ingenuity start with prioritizing a diverse workforce and a deeply inclusive workplace. We encourage people from all backgrounds to apply to our positions.
This is a fully remote role and will be part of our TraceGains Technical Support Team.
This is a Day shift position.
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.

Requirements

• 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.

Nice To Haves

• 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

Responsibilities

• 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.

Benefits

• Health, dental, vision, life insurance, AD&D, STD, and LTD coverage, supplemental (accident, hospital & indemnity, and hospital) coverage, paid parental leave, pet insurance, identity theft, and more!
• Fully remote work environment.
• Flexible paid time off available on your date of hire
• A 401(k) plan and company match for saving for your future
• Advancement opportunities and promoting from within
• Bonus Pay

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree