Customer Support Specialist, Tier 2

5 months ago

London, Canada Trackunit Full time

Trackunit is a fast-growing company and a leading supplier of IoT solutions, operating out of many offices worldwide. Trackunit specializes in digital solutions that connect machines, people, and systems in the global construction industry. The construction industry is the least digitalized industry of all. This lack of digitalization has left construction far behind a global economy on the rise and placed the industry as one of the least productive industries too.

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. No relocation assistance is offered for this position.

**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 400 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.

**Who are you** ideally**?****:

- Ability to assess customers support needs when they arrive, then provide solutions or refer them to other team members.
- You have excellent problem-solving and troubleshooting skills and you have the ability to communicate technical information in an accessible manner to non-technical customers and colleagues.
- 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 2, 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 installation support, troubleshooting and liaising with Trackunit partners.

Your role is crucial in resolving customer queries, recommending solutions and guiding our customers through features and functionalities. In Customer Support, Tier 2, you are also responsible to guide them through the installation process, escalate reported bugs in the system and assist our customers with any technical challenges. 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.
- 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 effecti

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