Customer Support Services Representative

Track Group, Inc.; Naperville (IL); Hybrid; USD 25,000 - 33,000; Full time

Benefits offered by this job

Unlimited vacation days

Medical, Dental and Vision insurance

Life Insurance & Short-Term Disability

401(k) with company match

Growth and mentorship programs

Job summary

Track Group Inc. in Naperville, IL is seeking a hands-on Customer Support Services Representative to join the team.

You will handle inbound/outbound calls, assist with orders/returns, distribute reports, and manage trouble tickets while coordinating with government and public safety customers. The role emphasizes strong communication, problem-solving, and attention to detail, with hybrid work and potential remote elements.

Qualifications

• Excellent organizational, completion and time-management skills.
• Works well in a fast-paced environment and is a quick learner.
• Excellent communication skills promoting teamwork and customer retention.
• Customer service experience with technical support background preferred.
• Analytical and problem-solving mindset with attention to detail.
• Previous experience with Cellular/GPS technology preferred.
• Technical/computer software proficiency including Microsoft Office, Google Chrome, Internet Explorer.
• Understanding troubleshooting technical/computer/cellular issues remotely.
• Experience with IT ticketing systems is preferred.
• High School Education or Equivalent is required.
• Bilingual - Spanish Speaking (optional).
• Organized and detail oriented.

Responsibilities

• Identify, troubleshoot, and resolve customer issues regarding hardware, software and other general subjects; may occasionally involve on-site assistance.
• Manage customer trouble tickets from start to finish with ongoing communication between customer and Track Group staff.
• Produce, review, and distribute reports for current customers within required timeframes (daily/weekly/monthly).
• Maintain a positive, professional attitude and promote confidence in Track Group products and services.
• Assist Logistics Administrator with reporting, order entry, RMAs, and equipment evaluation.
• Attend meetings and training; work with software and hardware technicians to maintain knowledge and customer satisfaction.
• Adapt to evolving business demands and projects.
• Support team and supervisor with new trends and ideas for improvement.
• Keep team informed of issues and suggestions.

Skills

Organizational skills

Fast-paced environment

Excellent communication

Customer service experience

Analytical mindset

GPS/Cellular tech experience

IT ticketing systems

Technical problem-solving

Bilingual Spanish (optional)

Detail-oriented

Organized

High school diploma or equivalent

Education

High School Education or Equivalent

Tools

Microsoft Office

Google Chrome

Internet Explorer

Job description

• Bilingual - Spanish Speaking (optional)

Track Group Inc., a global leader in the provision of advanced electronic monitoring and supervision solutions to the criminal justice/corrections market. For over 27 years, we have been providing our global clients with the industry's most reliable location tracking devices, complemented by flexible software, analytics, and app-driven monitoring solutions along with multi-levels of support services. We have a proven record of success leveraging new tracking technologies to create valuable solutions for our customers and maximize investment returns for our shareholders.

Track Group designs and manufactures the industry's leading portfolio of GPS tracking devices and alcohol monitoring systems and offers a variety of related software, services, networking solutions and monitoring applications. Our products and services are currently available worldwide and are sold through our direct sales force, as well as through value-added resellers. We provide our products and services to government customers on federal, state and local levels in the US and to international government entities as well.

General Job Description: Customer Support Services Representative

A key member of the Customer Service Team, the Customer Support Services Representative, will report to the Director of Account Management and perform general customer service functions. This position is located at our Naperville IL office and is a hands-on customer service position.

A Customer Support Services (CSS) Representative handles a variety of customer service needs. This includes but is not limited to assisting with technical issues, answering inbound/outbound calls, assisting with orders and returns of equipment, distributing reports and creating and managing trouble tickets. The position requires communication with government officials and other similar individuals in the public safety/community supervision industry, and it is required that the CSS Representative have excellent interpersonal skills to help build effective customer relationships. Should be accommodating and courteous on the phone, while remaining task-oriented and proficient in problem solving. In doing so, we will need to pay significant attention to detail to ensure accuracy and efficiency in providing the utmost customer service.

Duties:

• Identify, troubleshoot, and resolve customer issues and concerns regarding hardware, software and other general subjects; …; may occasionally involve on-site assistance
• Manage customer trouble tickets from start to finish, while consistently maintaining communication between the customer and appropriate Track Group staff
• Produce, review, and distribute various reports for current customers within the required timeframes on a daily/weekly/monthly basis dependent on the customers' needs
• Demonstrate and maintain a positive and professional attitude, actions and attire that promote confidence in Track Group products and services both internally and externally
• Assist the Logistics Administrator when necessary. This includes but is not limited to reporting and assisting with "Lost" equipment, assisting with entering customer's orders, assisting with and processing Return of Merchandise Authorizations (RMA) and aiding in the evaluation of ordered/returned equipment
• Attend and participate in ongoing scheduled meetings and training sessions. Consistently work in tandem with software and hardware technicians to maintain role knowledge and customer satisfaction
• Flexibility to constantly evolving business demands and projects
• Commitment to ensuring the team succeeds with all tasks, updates, duties, and projects; as well as a willingness to help team members in need
• Keep team and supervisor informed of new trends, issues, and suggestions for improvement within the scope of the position

Supervisory Responsibilities:

• None

Requirements

• Excellent organizational, completion and time-management skills
• Ambitious and Efficient; works well in a fast-paced environment and is a quick learner
• Excellent Communication Skills (internally & externally) promoting teamwork and customer retention
• Customer service experience with technical support background preferred
• Possess an analytical and problem-solving mindset, with a focus on customer service and attention to detail
• Previous experience with Cellular/GPS technology preferred
• Technical/Computer Software Proficiency Required. This includes but is not limited to:
• Microsoft Office
• Google Chrome, Internet Explorer Etc
• Understanding troubleshooting technical/computer/cellular issues remotely
• Experience with IT ticketing systems is preferred
• High School Education or Equivalent Required
• Bilingual - Spanish Speaking (optional)
• Organized and detail orientated

Benefits

• Generous amounts of time away from work to promote a healthy work-life balance. We offer unlimited paid vacation days in addition to observing 12 major holidays per year.
• Access to Medical, Dental and Vision insurances with a company contribution for you and any covered dependents
• Life Insurance, Short-Term Disability Insurance and an Employee Assistance Program provided to you at the company's expense.
• Ability to contribute to a company sponsored 401(k) retirement plan with a company match on your contributions.
• Opportunities for growth along our clearly defined Career Path, including mentorship and leadership development programs to help you achieve all of your professional goals.

Track Group Inc is an Equal Opportunity Employer and is committed to providing a workplace free from discrimination. All qualified applicants will receive consideration for employment without regard to race, color, age, religion or belief, marital status, pregnancy status, sex, sexual orientation, gender identity, national origin, veteran status, or on the basis of disability.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Position: Hybrid/Remote, Position reports to the Naperville, Illinois office three days/week.

Physical Demands:

Adjusting or moving objects up to 20 pounds in all directions.

[ ] Never [X] Occasionally [ ] Constantly

Communicating with others to exchange information.

[ ] Never [ ] Occasionally [X] Constantly

Repeating motions that may include the wrists, hands and/or fingers.

[ ] Never [ ] Occasionally [X] Constantly

Operating machinery and/or power tools.

[X] Never [ ] Occasionally [ ] Constantly

Sedentary work that primarily involves sitting.

[ ] Never [ ] Occasionally [X] Constantly

Sedentary work that primarily involves standing.

[ ] Never [X] Occasionally [ ] Constantly

Light work that includes moving objects up to 20 pounds.

[ ] Never [X] Occasionally [ ] Constantly

Medium work that includes moving objects up to 50 pounds.

[ ] Never [X] Occasionally [ ] Constantly

Heavy work that includes moving objects up to 100 pounds or more.

[X] Never [ ] Occasionally [ ] Constantly

This job description is not designed or intended to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time by the company.