Customer Support Specialist

Company Description

Timerack, founded in 2013 and headquartered in Raleigh, North Carolina, is dedicated to transforming the temporary staffing industry through innovative time-tracking solutions. The company’s cloud-based platform streamlines workforce management for staffing agencies nationwide, improving productivity, accuracy, and operational efficiency. With a user-friendly interface, 24/7 access, multiple clock-in options, and full support, Timerack helps clients reduce payroll processing time and eliminate manual workarounds.

Its biometric hardware and GPS-enabled mobile tools further optimize time and attendance management for diverse work forces. Timerack partners with leading ATS and payroll providers, enabling agencies to build stronger client relationships and modernize their operations.

This is a full-time hybrid role based in Raleigh, NC, with some work-from-home flexibility. The Customer Support Specialist will provide front-line assistance to clients using Timerack’s time-tracking platform, responding to inquiries via phone and our online ticketing system. Day-to-day responsibilities include troubleshooting technical issues, guiding users through system features, and documenting support interactions and resolutions. The specialist will collaborate with internal teams to elevate complex problems, contribute to knowledge base content, and help improve product usability based on customer feedback.

The role also involves monitoring customer satisfaction and ensuring clients experience timely, accurate, and professional support.

• Candidates should possess strong Customer Support skills, with experience handling inquiries and resolving issues professionally.
• Candidates should possess excellent Interpersonal Skills, including clear communication, active listening, and a client-focused approach.
• Candidates should possess Technical Support capabilities, including troubleshooting software or web-based platforms and explaining technical concepts in accessible terms.
• Candidates should possess solid Analytical Skills to diagnose issues, interpret data or error reports, and identify root causes and solutions.
• Additional beneficial qualifications include familiarity with time-tracking or payroll systems, experience in the staffing or HR technology industry, and proficiency with CRM or ticketing tools.
• Ability to work effectively in a hybrid environment in Raleigh, NC, manage multiple priorities, and maintain high attention to detail.