Customer Support Specialist

Overview

Provide phone/email support, resolve customer issues, and improve the SaaS IoT experience.

Key Responsibilities

• ticket management
• phone support
• email support
• help center
• customer insight
• onboarding

Tasks

As a Customer Support Specialist at Trackunit, you are instrumental in delivering a great customer experience, guiding and supporting our customers to make sure they get the most out of our products and services. You will be right at the heart of matters, dealing with our customers daily by handling requests over the phone and email. We strive to meet our customers at eye-level and aim to provide support with professionalism and compassion. Your primary responsibility will be to assist customers with their questions and challenges when using our products and services. You will play a vital role in resolving queries, recommending solutions, and guiding customers through our features and functionalities. We are looking for a new great colleague to join our North American Customer Support team. In this role, you will help deliver a superior customer experience to our customers from all over the world. -Foster positive customer relationships by addressing challenges with empathy, clear communication, and practical solutions. -Collaborate closely with product and development teams, sharing customer insights and feedback from a customer-centric perspective. -Contribute to team growth by assisting in onboarding and training new colleagues, and by creating and updating content for our Help Center — ensuring knowledge sharing remains a cornerstone of excellent customer support. -Provide timely and effective support to our customers by handling administrative tasks and general service inquiries via phone and email. -Record and manage customer interactions and solutions with accuracy in our ticketing system.

Requirements

• customer care
• customer support
• english proficiency
• problem solving
• detail oriented
• global mindset

What You Bring

We are looking for someone who thrives in a truly global environment, is passionate about delivering outstanding customer experiences, and sees every interaction as an opportunity to create a meaningful impact. -You are a quick-witted communicator with the ability to see things from different perspectives. -You have experience from a similar position or you have hands on experience within the fields of Customer Care, Customer Support or any other customer facing role. -You have a keen eye for detail and you are a patient listener, who are able to pinpoint potential issues our customers are struggling with. -English skills at a professional level. -Ability to assess customers support needs when they arrive, then provide solutions or refer them to other team members. -Prior task before the second interview - we will hand over a slightly altered customer case before we meet for the second time. We would like you to answer to the case and provide a solution. Doing this we can get to know your way of thinking and your problem solving skills.

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Benefits

You will work in an environment that is rich in diversity and inclusion, as our team consists of people from different countries and cultures. Cooperation and compassion are our key qualities, so you can be sure we will provide the support you need on this unique career path. With our location in the heart of London, Ontario, we offer you a flexible setup where you can work from our London hub and with the possibility to work from home. We do expect you to come to the office on a regular basis. Trackunit also prioritizes providing reasonable accommodations for qualified people with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let our People & Talents team know. -A place in an agile growth SaaS business, with possibilities to grow internally in the company. We are moving fast, so fasten your seat belt and prepare to be adaptable. Back in 2020 we were 150 employees at Trackunit and we have just passed 400 employees. -You will be joining our NA-based Customer Support team - a dynamic group of colleagues who combine different backgrounds and expertise with a shared drive to solve challenges, celebrate wins, and make work enjoyable. -International environment with regular check-ins and social events across teams, departments and borders. -Short phone screening with the hiring manager and leader of this role, Brian Girard, Team Lead, Customer Support AME. -Personality-based interview. You will be asked to fill out an online personality assessment using use Hogan prior to the interview. There are no correct answers - the aim is a dialogue about the results and Trackunit’s culture, so you’ll get to know us better as well. -Initial interview, where we will get to know each other better. Meet with Brian Girard again and a colleague from the team. -Flexibility and hybrid working is not just a cliché to us or something we state in a job posting. We do offer you a flexible setup and believe that you best can structure how your routines look like. And once you have chosen how you work best, let us know what you need: we got you covered with the IT equipment you need for your work. -Second interview with relevant people, where the focus will be more on your skills and how to apply them in different situations. -We take your personal and professional development goals seriously and we support them through training, coaching and mindfulness as well as with an outspoken feedback culture to make you identify your strengths and opportunities. We do this by touching upon your impact on our triple focus: impacting yourself, impacting teams/relations and impacting the organisation/strategy.

About Trackunit

-Employs a proprietary platform to collect and analyze real-time machine data, optimizing construction operations. -Provides comprehensive solutions such as fleet monitoring and site-level dashboards for proactive maintenance and uptime optimization. -Supported by strategic investments from notable firms, leveraging partnerships and AI integrations for accelerated growth. -Offers a variety of services including mixed-fleet tracking, digital access control, and theft prevention solutions. -Known for pioneering the world's largest Bluetooth network for construction and innovative job-site monitoring solutions.

Sector Specialisms

Interview Process

-short phone screening with hiring manager and team lead. -initial interview to get to know each other, meeting with brian girard and a colleague. -personality-based interview with online hogan assessment. -pre‑second interview task: respond to an altered customer case. -second interview focusing on skills with relevant team members. -final decision question: "are you in?"