Customer Support Specialist, Tier 2

at  Trackunit

We are looking for a new capable colleague to join our EMEA Customer Support team to help deliver a great customer experience for our customers from all over the world.
As a Customer Support Tier 2 representative 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 aim to meet our customers at eye-level and aim to provide support with professionalism and kindness.
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 particular career path.
With our locations in the hearts of Copenhagen and Aalborg, we offer you a flexible setup where you can work from one of the two hubs and from the comfort of your home. No relocation assistance is offered for this role.

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 a solid grasp of 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 sharp communicator with the ability to see things from different perspectives.
• You are someone who works well with others, 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 direct 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 organization with international customers and colleagues.
• You are fluent in Danish and ready to support our customers based in Denmark over the phone and via mail. Speaking French, German or any other language is beneficial because you can support our customers needing support in their local language.
  Don’t meet every single requirement? No worries - this is what we’re looking for ideally, but if you’re keen on 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 Tier 2 representative, you will be part of an international team with colleagues placed all over the globe and you will dive into the world of the leading SaaS-based IoT solution company for the construction industry, offering an ecosystem of hardware, fleet management software & telematics.
Your main focus is to assist our customers with using our products and services as it relates to installation support, troubleshooting and liaising with Trackunit partners. Your role is crucial in resolving customer queries, recommending solutions and guiding our customers through features and functionalities.
In Customer Support, Tier 2, you are also responsible to guide them through the installation process, escalate reported bugs in the system and assist our customers with any technical challenges. We are seeking someone who thrives in an international environment, values customer experience and views every customer interaction as a chance to ensure customer satisfaction.

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.
• Enhancing positive customer relationships by handling their challenges with effective communication and clear solutions
• Assisting in training of our newest team members, creating content on our Helpcenter, and on Trackunit Community. One of the most effective ways to enhance customer support is through knowledge sharing.