Technical Customer Support Representative - Remote - USA

TraceGains Technical Customer Support Representative – Remote - USA

Imagine yourself

• Growing your expertise and expanding your skillset with every project.
• Thriving in a supportive team environment that inspires you to strive for excellence.
• Joining a company with a proven track record of success and an exciting future.

At TraceGains, You Can Make a Difference  

Headquartered in Broomfield, Colorado, TraceGains, a Veralto company, connects people and information so teams can work smarter. As a global technology company, we provide networked innovation, quality, and compliance solutions to consumer brands that want to reduce supply chain risk, speed up business processes, and take control of data.

At TraceGains, we believe “we’re in this together,” and our goal is to provide the most innovative solutions in the industry. We are in the game to change the industry, and with the help of our ever-growing TraceGains Network, we have created the CPG industry’s first networked ingredients marketplace. We also know that innovation and ingenuity start with prioritizing a diverse workforce and a deeply inclusive workplace. We encourage people from all backgrounds to apply to our positions.

This is a fully remote role and will be part of our TraceGains Technical Support Team. 

This is a Day shift position.

Reporting to the Director of Technical Support, the Technical Customer Support Representative provides technical assistance to TraceGains customers via phone, email, and chat. This role supports daily operational needs by troubleshooting platform issues, documenting solutions, and collaborating with cross-functional teams to ensure timely and effective resolution of customer inquiries. The role requires strong communication skills, technical aptitude, and the ability to work within a global, fast-paced SaaS support environment.

Essential Duties/Responsibilities:

• Respond to inbound customer inquiries via phone, email, and chat in a timely and professional manner.
• Utilize and navigate TraceGains products to resolve customer inquiries and concerns.
• Guide customers through issue resolution steps with patience and clarity
• Manage multiple support cases concurrently while maintaining service quality standards.
• Provide excellent customer service and a high level of professionalism when handling customer questions, inquiries, and issues.
• Document customer interactions, troubleshooting steps, and resolutions in Zendesk.
• Maintain working knowledge of TraceGains products and supported workflows
• Escalate complex issues to appropriate internal teams (R&D, QA, Product, Implementation).
• Collaborate with cross-functional teams to support issue resolution and customer satisfaction.
• Ability to accept and implement coaching and feedback to achieve individual or team performance objectives.
• Other responsibilities as assigned.

The essential requirements of the job include:

• Associate or bachelor’s degree or equivalent combination of technical training and work experience
• A minimum of 2 years in SAAS support OR a minimum of 2 years in software application/installation support.

It would be an asset if you have:

• Strong verbal and written English communication skills
• Demonstrated problem-solving and analytical abilities
• Ability to work independently while contributing effectively to a team environment
• Strong organizational and multitasking skills
• Customer-focused mindset with attention to detail
• Occasional travel required for department meetings, all company events, in-person seminars/networking events, etc. which may include overnight stays
• Experience supporting enterprise SaaS platforms
• Familiarity with ticketing systems such as Zendesk
• Experience supporting global customers in food, beverage, CPG, or regulated industries

Why you’ll want to join us:

Founded in 2008, TraceGains connects people and information so teams can work smarter. As a global technology company, we provide networked innovation, quality, and compliance solutions to consumer brands that want to reduce supply chain risk, speed up business processes, and take control of data. On average, companies find 80% of their suppliers already on TraceGains Network, allowing them to connect and collaborate instantly.

Plus, we offer great benefits, including:

• Health, dental, vision, life insurance, AD&D, STD, and LTD coverage, supplemental (accident, hospital & indemnity, and hospital) coverage, paid parental leave, pet insurance, identity theft, and more!
• Fully remote work environment. 
• Flexible paid time off available on your date of hire
• A 401(k) plan and company match for saving for your future
• Advancement opportunities and promoting from within

We anticipate this requisition will be open for a minimum of five days, though it may be open for a longer period of time. We encourage your prompt application

TraceGains is proud to part of the Product Quality & Innovation segment of Veralto (NYSE: VLTO), a $5B global leader dedicated to ensuring access to clean water, safe food and medicine, and trusted essential goods. When you join Veralto’s vibrant global network of 16,000 associates, you join a unique culture and work environment where purpose meets possibility: where the work you do has an everyday impact on the resources and essentials we all rely on, and where you’ll have valuable opportunities to deepen your skillset, pursue your ambitions, and grow your career. Together, we’re Safeguarding the World’s Most Vital Resources™—and building rewarding careers along the way.

US ONLY: 

The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associate’s position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. 

US residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Veralto Corporation and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
The EEO posters are available here.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at [email protected] to request accommodation.
 

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.