Customer Support Associate, AME

Trackunit is a fast-growing company and a leading supplier of IoT solutions, operating out of offices worldwide. We specialize in digital solutions that connect machines, people, and systems in the global construction industry — an industry that remains one of the least digitalized and least productive in the world. We're on a mission to change that.

Our Support team plays a critical role in ensuring customers receive timely, knowledgeable, and solution-oriented assistance while using our platform and hardware solutions. We support our global customer base and grow technical and communication skills along the way — all while working in a collaborative, fun, and international team that genuinely enjoys what they do.

With a location in the heart of London, ON, we are seeking a team member who can work a minimum of three days per week in the office. Please note that relocation assistance is not offered for this position.

The Customer Support Associate position is currently open at Trackunit. The base salary hiring range for this role is $50,000–$62,000 per year, depending on experience and qualifications.

Once in the role, successful candidates will have the opportunity to progress through the full salary range based on performance and development over time. This range reflects base salary only and does not include additional elements of our total rewards offering, such as our remote work policy, health benefits, retirement savings, and other rewards.

What’s in it for you?

• Room to grow in a scaling business. We're an agile SaaS company moving quickly — back in 2020 we had 150 employees, and we've since surpassed 450. There are real opportunities to grow internally as we scale.

• An international team environment. Enjoy regular check-ins and social events across teams, departments, and borders.

• Investment in your development. We take your personal and professional goals seriously and support them through training, coaching, and mindfulness, as well as an open feedback culture to help you identify your strengths and opportunities.

• Genuine flexibility. Hybrid and remote working is not just a cliché here. We trust you to structure your routines in the way that works best for you — and we'll provide the IT equipment you need to make it happen.

• A workplace where you belong. At Trackunit, we aim to create and contribute to an inclusive workplace. This priority 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 assess candidates solely on their qualifications and merit. Learn more about TIDE and other DE&I initiatives here.

Who are you ideally?

• Strong verbal and written communication skills

• Customer-first mindset with professionalism and empathy

• Comfort learning new software systems and technical tools

• Ability to follow structured troubleshooting processes

• Demonstrated problem-solving skills and attention to detail

• Growth mindset and willingness to develop technical competency in both software and hardware troubleshooting

Preferred (Not Required)

• Experience in customer service (retail, hospitality, call centre, help desk, etc.)

• Exposure to SaaS platforms, CRM tools, or ticketing systems

• Basic familiarity with hardware devices or technical diagnostics

• Interest in technology and data-driven products

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.

The Role:

The Customer Support Associate (CSA) is an entry-level role focused primarily on delivering high-quality customer support while also performing structured technical troubleshooting.

You will serve as a first point of contact for customers, helping them navigate product questions, account-related inquiries, and operational challenges. A portion of your responsibilities will include troubleshooting software workflows and hardware devices, requiring comfort with technical problem-solving and guided diagnostics.

This role is ideal for someone early in their career who is customer-focused, technically curious, and eager to build foundational expertise in both service and troubleshooting.

Primary responsibilities:

• Respond to customer inquiries via phone, email, and case management systems

• Provide clear, professional, and empathetic communication to resolve customer concerns

• Troubleshoot software-related issues within the Trackunit platform

• Support basic hardware and device diagnostics using structured troubleshooting guides

• Accurately document customer interactions and technical findings in CRM systems

• Escalate complex technical issues when appropriate, ensuring smooth handoffs

• Follow established processes and contribute to continuous improvement initiatives

Our hiring process

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

• Initial phone conversation

• Virtual meet and greet. Meet with

• Personality-based interview. You will be asked to fill out an online personality assessment using use Hogan prior to the interview. Our Hogan assessment enables us to understand your abilities and how you align with our team culture. Instead of seeking 'appropriate' responses, the priority is to develop a meaningful exchange that illustrates your synergy with the Trackunit team.

• Assignment-specific interview. We want you to get an insight into some of the concrete work tasks or projects related to the role. You will be given a case to prepare prior to the interview, and at the interview, you will present the case to relevant colleagues from across Trackunit, who you’ll also work closely with in the job.

• If needed, throughout the process we will obtain references from former employers and do background checks for level specific, if you have not provided these yourself.

• Offer presentation and walk-through. We’re lucky to have you!

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.