Tech Support Representative (Remote)
Location: Remote (Work from Home)
Compensation: $40,000–$44,000 per year
About ComTrack
ComTrack is a fast-growing SaaS platform built for insurance agencies to automate commission tracking, reconciliation, and payroll. We help users save hours every week—and we’re looking for someone who can help them get the most out of the platform.
Role Overview
We’re hiring a Level 1 Tech Support Representative to handle day-to-day user inquiries. You’ll respond to tickets in Zendesk, help users navigate the system, and resolve common issues. As you gain deep product knowledge, you’ll have a clear path to advance to Level 2 and Level 3 support, each with increased responsibilities and higher pay.
Responsibilities
- Respond to customer inquiries through Zendesk (chat, email, and ticketing)
- Troubleshoot and resolve Level 1 technical issues
- Accurately log, update, and track all support activity
- Guide users through ComTrack workflows and configurations
- Escalate issues when needed and follow up to ensure resolution
- Report recurring issues to the product and engineering teams
- Contribute to internal documentation and the support knowledge base
Requirements
- 1–2 years of tech support, customer support, or customer success experience
- Experience using Zendesk or similar support ticketing systems
- Comfortable working with CRMs and managing customer records
- Microsoft Excel Certification (required)
- Strong attention to detail and problem-solving skills
- Clear written and verbal communication
- Ability to work independently in a remote environment
Education
No degree required. We care about your ability, reliability, and willingness to learn—not where you went to school.
Compensation & Growth
- $40,000–$44,000 per year, based on experience and performance
- Defined progression to Level 2 and Level 3 Support (with pay increases)
- Fully remote role with flexible scheduling
- Opportunity to grow within a high-impact SaaS company