Hybrid Tech Support & Customer Care Specialist

Track Group, Inc; Naperville (IL); Hybrid; USD 40,000 - 54,000; Full time

Job summary

Track Group Inc. in Naperville, IL, is seeking a hands-on Customer Support Services Representative to join the Customer Service Team reporting to the Director of Account Management.

The role involves assisting with technical issues, handling calls, processing orders and returns, and managing trouble tickets to support government and public-safety clients. Ideal candidates have strong interpersonal and problem-solving skills, experience with IT ticketing systems, and the ability to work closely

Qualifications

• High school diploma or equivalent required.
• Excellent interpersonal skills and problem solving.
• Experience handling IT tickets and software/hardware issues.

Responsibilities

• Identify, troubleshoot, and resolve customer issues related to hardware and software via phone or email.
• Manage customer trouble tickets from start to finish with timely updates.
• Produce, review, and distribute reports for current customers as required.
• Assist Logistics and process RMAs and returns when needed.
• Attend meetings and work with technicians to maintain knowledge and customer satisfaction.

Skills

Interpersonal skills

Problem solving

Technical support

Communication

Bilingual Spanish

Education

High school diploma or equivalent

Tools

IT ticketing systems

Microsoft Office

Google Chrome/IE

Job description

Track Group Inc. in Naperville, IL, is seeking a hands-on Customer Support Services Representative to join the Customer Service Team reporting to the Director of Account Management.

The role involves assisting with technical issues, handling calls, processing orders and returns, and managing trouble tickets to support government and public-safety clients. Ideal candidates have strong interpersonal and problem-solving skills, experience with IT ticketing systems, and the ability to work closely