Customer Support Specialist

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.

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.

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.

What's in it for you?

• 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.
• 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 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.
• 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, Customer Support or any other customer facing role.
• English skills at a professional level.
• Proficiency in French is an advantage, though not a requirement.

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 anyway.

Role overview

As a Customer Support Specialist at Trackunit, you will join an international team of colleagues located across the globe and become part of the leading SaaS-based IoT solutions company for the construction industry. Our ecosystem combines hardware, fleet management software, and telematics to transform how the industry connects and operates.

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 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.

Primary responsibilities:

• 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.
• Collaborate closely with product and development teams, sharing customer insights and feedback from a customer-centric perspective.
• Foster positive customer relationships by addressing challenges with empathy, clear communication, and practical solutions.
• 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.

Overview of 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.

• Short phone screening with the hiring manager and leader of this role, Brian Girard, Team Lead, Customer Support AME.
• Initial interview, where we will get to know each other better. Meet with Brian Girard again and a colleague from the team.
• 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.
• 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 with relevant people, where the focus will be more on your skills and how to apply them in different situations.

The question is: Are you in?

Trackunit is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, colour, religion, national origin, age, sex
(including
pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.

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.