Customer Support and Onboarding Specialist

Location: Hybrid/Remote considered for the right candidate

Company: Timerack

Employment Type: Full-Time

We're growing and looking for a Customer Support & Onboarding Specialist who is passionate

about helping customers succeed and thrives in a fast-paced software environment.

Position Overview

As a Customer Support & Onboarding Specialist, you will serve as a trusted resource for our

customers throughout their journey with Timerack. You'll provide exceptional support, guide new

clients through onboarding and implementation, deliver training, and help customers maximize

the value of our platform.

This role is ideal for someone with previous software support experience who enjoys solving

problems, building relationships, and helping customers achieve success.

Responsibilities

Customer Support

● Respond to customer inquiries via email, phone, and support tickets.

● Troubleshoot software issues and provide timely resolutions.

● Escalate complex technical issues to the appropriate internal teams.

● Maintain accurate documentation of customer interactions and solutions.

● Contribute to knowledge base articles and customer-facing resources.

Customer Onboarding

● Lead onboarding and implementation for new customers.

● Conduct virtual training sessions and product demonstrations.

● Assist clients with system setup, configuration, and best practices.

● Monitor onboarding progress and ensure successful adoption.

● Serve as the primary point of contact during implementation.

Qualifications

Required

● 2+ years of experience in customer support, customer success, onboarding,

implementation, or a related customer-facing role.

● Experience supporting SaaS, software, or technology solutions.

● Strong troubleshooting and problem-solving skills.

● Excellent written and verbal communication skills.

● Ability to manage multiple priorities and projects simultaneously.

● Experience conducting customer training or presentations.

● Strong attention to detail and organizational skills.

Highly Preferred

● Experience in the staffing, workforce management, payroll, time and attendance,

scheduling, or HR technology industries.

● Familiarity with timekeeping, workforce management, or employee scheduling software.

● Experience with ticketing systems, CRMs, or customer success platforms.

● Basic understanding of software integrations and data imports.

What Success Looks Like

● Delivering outstanding customer experiences.

● Helping new clients launch successfully and on schedule.

● Maintaining high customer satisfaction ratings.

● Resolving support inquiries efficiently and accurately.

● Becoming a trusted advisor to customers and internal teams.

Why Join Timerack?

● Work with a growing software company serving the staffing industry.

● Collaborative and supportive team environment.

● Competitive compensation and Benefits: Health, Dental, Vision Insurance Plans, PTO

Accrued, 401k Eligibility after 1 year

● Some remote work flexibility.

If you're passionate about helping customers, enjoy solving problems, and have experience

supporting software users, we'd love to hear from you. Experience in time and attendance,

staffing technology, workforce management, or related industries is highly valued and will set

candidates apart