Software Support Specialist

TravelNet Solutions; United States; Remote; USD 50,000 - 55,000; Full time

Job summary

TravelNet Solutions is seeking a Software Support Specialist to transform the hospitality industry with technology. This role involves providing exceptional customer support, troubleshooting technical issues, and ensuring customer satisfaction. Join a dynamic team and enjoy comprehensive benefits while contributing to our innovative solutions.

Benefits

Full medical, dental, and vision coverage

Flexible Paid Time Off

Unlimited access to professional training and development

Health Savings Account with up to a $2,000 annual match

Flexible work environment

Free life insurance and long-term disability coverage

Retirement plan with employer match

$150 quarterly gift for personal use

Free snacks and soda in the office

Competitive wages

Qualifications

• Previous experience in customer support or technical support role.
• Strong communication skills to explain technical concepts clearly.
• Basic technical understanding of software platforms.

Responsibilities

• Serve as the first point of contact for customer support inquiries.
• Provide quick and accurate resolutions to common technical issues.
• Manage and track support tickets through to resolution.

Skills

Communication

Problem-Solving

Attention to Detail

Job description

Join TravelNet Solutions as a Software Support Specialist!

At TravelNet Solutions (TNS), we’re transforming the hospitality industry with innovative technology solutions.

This role is perfect for someone who is:
-A self-starter with tremendous initiative and a strong work ethic
-An excellent communicator and collaborator across functional teams
-Eager to make a high impact at a product-driven company
-Adaptable, quick to embrace change, and a fast learner
-Skilled in creative and critical thinking -Detail-oriented, even in a fast-paced environment
-Passionate about technology and innovation

About TravelNet Solutions:
For over 21 years, TravelNet Solutions has provided integrated software and marketing solutions for the hospitality industry, anchored by our flagship Track Property Management System and other products under the Track banner.

Our single-vendor ecosystem equips growing vacation rental companies with all the enterprise-class tools they need to scale. With ongoing investments in platform development, 70+ integration partners, and a growing list of native features, Track empowers hospitality professionals to achieve digital transformation and operational excellence.

Our Core Values reflect the behaviors that shape the tone of how we work with each other, our partners, and our customers:
-Serve Others: Nurturing growth to help others succeed.
-Grit: Taking ownership and never giving up on what matters most.
-Create the Future: Innovating to disrupt the status quo.

Why Join Us?
-Be part of a fast-moving, dynamic team focused on growth and success
-Work alongside a talented, collaborative, and supportive team
-Work for a portfolio company offering a one-vendor solution for SaaS technology, marketing, and distribution
-Help reshape the hospitality industry through technology and service innovation

Perks and Benefits:
-Full medical, dental, and vision coverage
-Flexible Paid Time Off
-Unlimited access to professional training and development
-Health Savings Account with up to a $2,000 annual match
-Flexible work environment
-Free life insurance and long-term disability coverage
-Flexible Spending Accounts
-Retirement plan with employer match
-Free snacks and soda in the office
-$150 quarterly gift for personal use
-Competitive wages
-Work with an amazing team!

Responsibilities:
Serve as the first point of contact for customer support inquiries via phone, email, or chat.
Provide quick and accurate resolutions to common technical issues, including basic troubleshooting, platform navigation, and account management.
Escalate complex or unresolved issues to the Tier 2 team, ensuring accurate documentation and communication.
Manage and track support tickets through to resolution, maintaining detailed records of customer interactions.
Assist customers with product setup, onboarding, and basic configurations to ensure successful adoption.
Proactively monitor and follow up on open support issues to ensure timely resolutions.
Work closely with the Tier 2 team and others (Product, Customer Success) to ensure seamless customer support.
Stay up to date with product updates, features, and support best practices, participating in regular training.
Provide exceptional customer service, maintaining a positive and empathetic attitude in all communications.

Minimum Qualifications:
Previous experience in a customer support or technical support role, preferably within a SaaS or technology-driven environment.
Strong communication skills, with the ability to explain technical concepts clearly to non-technical customers.
Problem-solving mindset with attention to detail.
Ability to manage multiple tickets or tasks simultaneously in a fast-paced environment.
Basic technical understanding of software platforms, with the ability to learn new tools and systems quickly.
Experience using help desk software and ticketing systems is a plus Rotating weekend on-call availability

Diversity and Inclusion:
We celebrate diversity of thought, culture, and background and are committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, or veteran status or any other protected status under applicable federal, state, or local law. We comply with all applicable laws governing nondiscrimination in every location where we operate and encourage individuals from all backgrounds to apply.

Compensation:
The typical starting salary range for this position is: $50,000-55,000.
The actual salary offer will consider multiple factors, including skills, experience, education, and location. Please note that the salary reflects the base amount only and does not include total compensation, such as discretionary bonuses and benefits.