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Software Support Specialist - 1

Customer Service | Cottage Grove, MN | Full Time

Job Description

Position Summary is looking for a Software Support Specialist who supports both our customers and sales representatives.  The ideal candidate must have strong verbal and written communication skills, as well as the ability to work side by side with different personalities.

Duties and Responsibilities

Customer Support

  • Assign support issues from customers to appropriate department for quick resolution.
  • Respond quickly to assigned support tickets and phone calls from customers and sales representatives.
  • Become knowledgeable of all products in order to field product specific questions from customers and sales representatives.
  • Document all support issues and help build and maintain self-help documentation center.
  • Maintain strong working relationship with Billing team to ensure invoice accuracy and integrity.
  • Interfacing with company personnel at all levels (i.e., Marketing, Sales, Director of Fulfillment, Director of IT, Officers of the company, Billing, and your Customer Service Account Management colleagues).
  • Adhering to company policies and procedures to ensure comprehensive documentation.


  • Other duties as assigned.
  • Execute other company projects as necessary

Knowledge, Skills, and Abilities Required

  • Strong analysis, problem solving and troubleshooting expertise.
  • Excellent communication skills (written and verbal).
  • Strong attention to detail, highly organized, computer skills.
  • Ability to work well in a fast-paced professional office environment.
  • Able to follow through with issues to resolution.
  • Highly organized and able to work through assignments as prioritized.
  • Able to learn the full range of products to field questions and present product to customers on the phone.
  • Demonstrate ability to overcome obstacles, and strive to improve skills and achieve goals.
  • Knowledge and understanding of the Internet.
  • Comfortable working in web-based systems.
  • Knowledge of the travel and hospitality industry desired.
  • Positive attitude coupled with a great work ethic is a must.
  • To understand, implement and follow through with your daily work according to the Brand Values and Personality traits adopted by the company.

About Us

Our Vision: To deliver a wide range of innovative solutions that help hospitality companies create world-class experiences with their guests and owners.

Our Mission: To level the playing field for hospitality properties, so together we may provide memorable experiences to travelers throughout the world.

Core Values: Our Values reflect the behaviors that shape the tone of how we work with each other and with our partners.

Serve: Considering people’s point of view is something we strive for in every aspect of our work. We look to serve others.

Take Ownership: We all act like owners, treating the Company’s assets as our own and behaving with the Company’s long-term success in mind. No excuses, no blame. We get the job done. We take pride in owning our destiny...and empowering others to own theirs.

Integrity: We always try to do the right thing. We are honest and straightforward with each other.

Create the Future: Continued innovation allows us to push the envelope for the travel and hospitality industry. We are determined to create a wide range of products and services, providing world-class experiences for guests and properties.

Have Passion For Winning: We have a healthy dissatisfaction with the status quo. Discipline, drive, and work ethic to always put our customers, our people, and our company in a position to win.® is a comprehensive online resource for leisure travel with access to unique accommodations worldwide. The site provides the ability to plan and book memorable experiences at resorts, vacation rentals, cabins, holiday rentals, villas, condos, cottages, lodges, boutique hotels, B&B’s and vacation hotels. Founded in 1998, the website was one of the first major leisure travel sites established online, and has received numerous awards and accolades for web design, outstanding usability, fast page loading speeds, and skillful information display.® For Business puts today’s vacation properties in front of millions of travelers annually using comprehensive business listing techniques and strategic digital content marketing. Our team of industry experts manages Search Engine Marketing (SEM), Pay-Per-Click Advertising (PPC), Display and Banner Advertising, Email Marketing Automation, and Drip Email Marketing for properties across North America. In addition to these managed services, ResortsandLodges also has a dedicated website development and implementation team, giving independent properties a comprehensive suite of services to choose from to gain brand dominance over their competition.

TRACK™ Hospitality Software is a leading all-in-one cloud communication platform for lodging companies. It provides TRACK Pulse, the first Cloud Voice, Email, Text, Chat and now Secure Messaging platform built specifically for the needs of independent Hotels, Resorts and Vacation Rental Management Companies. In addition TRACK offers a suite of consulting and professional services to help reservations, sales, marketing and revenue teams increase conversions and customer delight. For a free demo visit