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 Customer Support Specialist, Tier 2 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. Collaboration 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, we offer you a flexible setup where you will work from the hub at least 3 days a week, 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 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.
• 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 have proficient 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 keen communicator with the ability to see things from different perspectives.
• You are a collaborative worker, 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 practical 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

• Supporting our customers with technical 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.
• Building positive customer relationships by handling their needs with effective communication and clear solutions

Our hiring process

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

• Short introduction call with a member of our People & Talent team. 
• Virtual meet and greet with the Customer Support Team Lead.
• 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 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 (Canada) and a colleague from the team. 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.

The question is: Are you in?

We hire skilled and motivated people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re interested in a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and are enthusiastic about connecting construction, we want to hear from you.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 is also committed to 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.