Customer Support Specialist

About Timerack

Timerack makes cloud-based time and attendance software and biometric time clocks. Staffing agencies, manufacturers and other growing businesses use it to track hours accurately, cut payroll errors and manage their workforce with confidence. We integrate with leading staffing and payroll platforms, and our customers rely on us every day to get their people paid correctly.

The Role

We’re looking for a Customer Support Specialist who likes solving problems and helping people. You’ll be the first point of contact for our customers. You’ll troubleshoot software and time clock hardware, guide users through setup, and make sure every interaction leaves them feeling supported.

What You’ll Do

• Answer customer questions by phone, email and chat, and resolve issues quickly and accurately
• Troubleshoot software, time clock hardware and integration questions
• Walk customers through configuration, reporting and payroll export workflows
• Document cases clearly in our ticketing system and escalate complex issues to the right team
• Spot recurring issues and share customer feedback with our product and engineering teams
• Help build and improve help articles, guides and FAQs

What You Bring

• 2-5 years of experience in customer support, technical support or a client-facing role
• Strong communication skills, with the ability to explain technical topics in plain language
• Comfort with web-based software and a knack for troubleshooting
• Patience, empathy and a calm approach under pressure
• Strong organization and follow-through

Nice to Have

• Experience with SaaS, time and attendance, payroll or HR software
• Familiarity with the staffing industry
• Experience with ticketing tools like [Zendesk / Freshdesk / HubSpot]

Why Timerack

• Competitive pay and [benefits: health, dental, vision, 401(k) eligibility after a year of employment, accruable PTO]
• A small, collaborative team where your work has visible impact
• Room to grow!