Customer Support Specialist, Tier 1

We are looking for a new awesome colleague to join our North American Customer Support team to help deliver a superior customer experience for our customers from all over the world.

As a Customer Support Tier 1 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, as you will deal with our customers on a daily basis handling customer requests over the phone and e-mail. We strive to meet our customers at eye-level and aim to provide support with professionalism and compassion.You are going to 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 provide you the support you need on this unique career path.

With our main Canadian hub located in London, Ontario, and a satellite hub in Kitchener, Ontario, we offer you a flexible setup where you can work from one of the two hubs, and with the possibility to work from home.
 

What’s in it for you?

• 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 440 employees.
• International environment with regular check-ins and social events across teams, departments and borders.
• 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 help 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.
• 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.
• Turning the Tide. At Trackunit, we are committed to creating and contributing to an inclusive workplace. And this commitment starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. We only assess candidates on their qualifications and merit. Learn more about TIDE and other DE&I initiatives here. 

Who are you ideally?

• • Ability to assess customers support needs when they arrive, then provide solutions or refer them to other team members.
  • You are a quick-witted communicator with the ability to see things from different perspectives.
  • You are a team-player, who is always open to new ideas and finding the best solution for our customers in close collaboration with the rest of your team, other departments and stakeholders - because it’s a lot more fun to get things done together!
  • 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.
  • You have experience from a similar position or you have hands on experience within the fields of Customer Care, Technical Support or any other customer facing role.
  • English skills at a professional level. We are first and foremost a global organisation with international customers and colleagues.

Don't meet every single requirement? No worries - this is what we're looking for ideally, but if you're super excited about this role but your past experience doesn't align perfectly with every qualification, we encourage you to apply.

Primary responsibilities

As a Customer Support Specialist Tier 1 representative, you will be part of an international team with colleagues placed all over the globe and you will dive into the world of the leading SaaS-based IoT solution company for the construction industry, offering an ecosystem of hardware, fleet management software & telematics. Your main responsibility is to assist our customers with using our products and services as it relates to account management, provisioning and liaising with Trackunit partners. Your role is crucial in resolving customer queries, recommending solutions and guiding our customers through features and functionalities. We are seeking someone who thrives in an international environment, is passionate about customer experience and views every customer interaction as a chance to make a lasting impact.

• Supporting our customers with administrative tasks or general service inquiries over the phone and via e-mail in a timely and effective way
• Analyze and report product malfunctions and follow up with customers to ensure their technical issues are resolved
• Accurately document and track support interactions and solutions using our ticketing system
• Collaborating with product and development teams and provide them feedback from a customer centric point of view.
• Fostering positive customer relationships by handling their challenges with effective communication and clear solutions
• Assisting in training of our newest team members, creating content on our Helpcenter and on Trackunit Community. One of the most effective ways to enhance customer support is through knowledge sharing.

Our hiring process

Don't waste your time on writing the perfect cover letter for the job. We want you to create an impact that matters, and that's not in the cover letter.

• Initial interview, where we will get to know each other better. Meet with Customer Support Team Leads, Christopher Bolte (Canada) and Annabel Fotheringham (EMEA).
• Personality-based interview. You will be asked to fill out an online personality assessment prior to the second interview. There are no correct answers or profiles, and we are not trying to categorize you - the aim is a dialogue around the results and Trackunit’s culture, so you can also decide if it aligns with your expectations and what’s important to you.
• 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.
• Second interview will be with Customer Support Team Leads, Christopher Bolte (Canada) and Annabel Fotheringham (EMEA). The focus will be more on your skills and how to apply them in different situations.
• If needed, throughout the process we will obtain references from former employers, if you have not provided these yourself.

Trackunit provides accommodations for applicants with disabilities throughout the recruitment process. Candidates requiring accommodations during the recruitment process are asked to contact the People and Talent team. Information received regarding the accommodation needs of applicants will be addressed confidentially.