Technical Support Representative

We are looking for the next awesome team member to join our North American Technical Support Team to deliver a great customer experience.

First of all, let’s give you some context - Coming together to connect construction

At Trackunit, we’re committed to construction - one of the largest industries in the world. Through the past two decades, Trackunit has been developing technological progress within construction. Today, we are not only a respected IoT provider but an initiator of ideas, supporting and implementing the agenda for an entire industry. New technology has emerged, and today we know more than ever before. We build the services that enable the construction industry to work smarter together and grow faster together. By continuously expanding the status quo, Trackunit is determined to eliminate downtime.

We believe in taking a people approach in everything we do. Being human-centric is not restricted to our products – it’s a way of life at Trackunit. We’re proud to be a truly global team. Our colleagues get together in hubs spread across the globe, but we embrace the idea of working remotely and in environments that inspire you. Everything we do, we do it to eliminate downtime and build the most useful industry for the world.

As a technical supporter in Trackunit, 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 sales team and, our engineering team who all aim for the same goal: enthusiastic and good customers!

You will be right at the heart of matters, as you will deal with customers on a daily basis handling customer requests over the phone and e-mail. We seek to meet our customers at eye-level and aim to provide support with professionalism and compassion.

Primary Responsibilities

• You will be responsible for providing technical assistance, troubleshooting issues, and resolving customer problems effectively via phone, email, or chat.
• You will be responsible for providing technical guidance to customers on ourproducts or services. This could involve explaining technical concepts in simple terms, providing step-by-step instructions, and guiding customers through troubleshooting processes.
• You will escalate the higher level of support cases to internal Sr. Techs for further investigation and resolution.
• You may need to accurately document customer interactions, including technical details, in our ticketing system. This will involve creating and updating tickets, recording troubleshooting steps, and maintaining customer information.
• You will work closely with other tech support team members and collaborate with cross-functional teams such as Development, Sale Support, Solutions, and Engineering to resolve customer issues and improve product/service quality.
• You will be required to meet specific performance metrics, such as response time, resolution time, customer satisfaction scores, and other (KPIs) set by the leadership team.

Who are you ideally?

• Resourceful and service-minded team oriented person able to manage multiple activities in a diverse and ever-changing environment.
• Background from a similar industry such as SaaS, IT, and telecommunications with basic Tech and Customer Support Experience.
• At least 1-2 years of work experience in the respective field.
• Ability to be a liaison on behalf of the customer to our Product and Software Engineers.
• Self-motivated and high-performance personality able to be open to new approaches to find solutions.
• Ability to prioritize various tasks and manage time effectively.
• Analytical and curious personality with the need to always learn more and excel.
• Experience working with Salesforce.
• Excellent English communication skills. Spanish or French language is considered an asset.
• Post-secondary degree in Science, Technology, Math, Business, IT or related field.
• You are located in London or Chicago and have the opportunity to work hybrid in this role.

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.

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 Talents team. Information received regarding the accommodation needs of applicants will be addressed confidentially.