Customer Care Representative | TimeTrak Systems, Inc. | Remote, United States

About the Role

TimeTrak Systems, Inc. is hiring a dedicated and solution-oriented Customer Care Representative to join its growing remote support team. This full-time position is ideal for individuals who enjoy helping customers solve technical problems, guiding users through software configurations, and delivering exceptional customer experiences in a fast-paced software environment.

The company develops workforce management and time-tracking solutions used daily by organizations ranging from small businesses to government agencies. As the company continues expanding its cloud-based platform, TimeTrakGO, the Customer Care Representative will serve as a critical point of contact for customers seeking assistance with software configuration, payroll-related workflows, troubleshooting, and platform usage.

Unlike traditional scripted call center roles, this position requires analytical thinking, problem-solving abilities, and a willingness to deeply understand the product and customer workflows. The successful candidate will work directly with customers via phone, email, and chat to resolve issues accurately and efficiently while also collaborating with internal product and engineering teams to improve the customer experience.

This role offers an excellent opportunity for candidates who want to build technical customer support expertise, develop knowledge in payroll and workforce management systems, and contribute meaningfully to a growing software company.

Key Responsibilities

• Respond to customer inquiries through phone, chat, and email channels
• Guide customers through software setup, configuration, and product usage
• Troubleshoot technical and configuration-related issues systematically
• Help customers understand payroll workflows and time-tracking processes
• Identify root causes of customer issues and escalate product-related concerns when necessary
• Train customers on platform features and operational best practices
• Maintain accurate records of customer interactions and issue resolutions
• Collaborate with product and engineering teams to communicate recurring customer pain points
• Monitor support trends to identify documentation or product improvement opportunities
• Manage multiple support requests simultaneously while maintaining high service quality
• Continuously expand knowledge of workforce management software and payroll terminology

Candidate Requirements

Required

• High school diploma or equivalent
• Strong written and verbal communication skills
• Ability to explain technical concepts to non-technical users clearly
• Strong analytical thinking and troubleshooting abilities
• Excellent attention to detail
• Comfortable supporting customers over the phone in real time
• Ability to multitask and manage multiple open support cases
• Reliable high-speed internet connection:
  • Minimum 50 Mbps download speed
  • Minimum 10 Mbps upload speed
• Must be based in the United States

Preferred

• 1+ year of customer support or customer care experience
• Experience supporting software products involving setup or configuration troubleshooting
• Familiarity with payroll, workforce management, or time-tracking systems
• Experience using CRM systems, help desk software, or ticketing platforms
• Experience supporting customers across phone, chat, and email channels
• Ability to identify broader product issues from recurring customer feedback

This Role May Not Be Suitable For Candidates Who

• Prefer strictly scripted customer service interactions
• Are uncomfortable handling frustrated customers professionally
• Do not enjoy troubleshooting technical issues
• Prefer routine account support tasks such as password resets only
• Require constant step-by-step supervision

Job Details

Employer:
TimeTrak Systems, Inc.

Job Title:
Customer Care Representative

Location:
Remote – United States

Job Type:
Full-Time

Work Schedule:
Monday to Friday

Shift Window:
8:00 AM – 8:00 PM Eastern Time

Additional Availability:
Occasional on-call responsibilities may apply

Hourly Pay:
$15.00 – $18.00 per hour

Benefits

• Competitive hourly compensation
• Fully remote work environment
• Company-provided laptop and work equipment
• 15 days paid time off annually
• 7 full paid holidays and 3 half-day holidays
• Health insurance coverage
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• 401(k) company matching with immediate vesting
• Paid bereavement leave
• Paid jury duty leave
• Supplemental insurance options through Aflac
• Opportunity for long-term career growth
• Exposure to cloud-based workforce management technology

Why Join TimeTrak Systems, Inc.

TimeTrak Systems, Inc. is focused on delivering reliable workforce management and time-tracking solutions that businesses depend on daily for payroll accuracy and employee management. The company values thoughtful problem-solving, customer-focused communication, and continuous product improvement.

Employees are encouraged to contribute ideas, identify product improvements, and collaborate closely with engineering and development teams. Because the company operates within a growing cloud software environment, team members have the opportunity to expand their technical knowledge while directly influencing the customer experience.

This role is especially suitable for professionals who want more than a standard customer support position. Successful candidates will gain experience working with real-world payroll systems, technical troubleshooting processes, and SaaS customer support operations while contributing to a product used by businesses across multiple industries.

Application Process

Interested candidates should submit an application highlighting relevant customer support, software troubleshooting, or technical support experience.

Applicants may be asked to answer questions regarding:

• Previous experience troubleshooting software configuration issues
• Familiarity with CRM systems, help desk software, or ticketing platforms
• Experience supporting customers across multiple communication channels

Only shortlisted candidates will be contacted for the next stage of the recruitment process.

FAQs

Is this a remote role?

Yes. This is a fully remote position for candidates based in the United States.

What is the pay range?

The hourly rate ranges from $15 to $18 depending on experience.

Do I need prior technical support experience?

While not strictly mandatory, experience troubleshooting software configuration or setup issues is highly preferred.

What type of software does the company provide?

TimeTrak Systems, Inc. develops workforce management and time-tracking software solutions including TimeTrakGO.

What work schedule should I expect?

The role follows a Monday-to-Friday schedule within an 8:00 AM to 8:00 PM Eastern Time support window.

Is equipment provided?

Yes. The company provides a laptop and required work equipment.

Are benefits included?

Yes. Employees receive health, dental, vision, retirement benefits, paid time off, and additional employee support benefits.

What skills are most important for success?

Problem-solving, communication, technical troubleshooting, attention to detail, customer service, and the ability to explain technical concepts clearly are essential for success in this role.