Technical Support Specialist

7 months ago

Kitchener, 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.

As a Technical Support Specialist, you are instrumental in delivering a great customer experience, working directly with our customers to make sure they get the most out of our products and services. You also work closely with our Customer Success team, our Commercial team and, our Engineering team who all aim for the same goal: happy and successful customers

With locations in the hearts of **London, ON** and **Kitchener, ON** we offer you a flexible setup with the possibility to work from one of our locations or anywhere in Ontario, Canada.

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.

**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.

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

- You have experience with handling customer requests and conducting 1st or 2nd level technical support.
- Background from a similar industry such as SaaS, IT, telecommunications is advantageous.
- You have the ability to quickly grasp technical details, enabling you to work well in an environment where products and solutions change often.
- Self-motivated and high-performance personality and open to new approaches to find solutions.
- Ability to assess customers’ support needs when they arrive, then provide solutions or refer them to other team members.
- You are a great communicator and solution-oriented with the ability to see things from different perspectives.
- You can prioritize, balance responsibilities, and deliver - because it’s a lot more fun to get things done
- **English: written and spoken near-native/fluent.**

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**:

- Troubleshooting technical issues and either solving or escalating them to the right department within the organization.
- Being the advocate for our customers: making them sure that we address their difficulties, assisting them to understand our products and procedures and support their all way long until their problem is solved.
- Providing help and guidance for our clients while installing and configuring hardware.

**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 Technical Support Team Lead, Chris Bolte.
- 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.
- If needed, throughout the process we will obtain references from former employers, if you have not provided these yourself.

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