We are looking for a new capable colleague to join our EMEA Technical Support team to help deliver a great customer experience for our customers from all over the world.
As a Technical 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, 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 location in the heart of Copenhagen, we offer you a flexible setup where you can work from the hub and also from the comfort of your home.

LANGUAGE-WISE:

• 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 Technical Support Specialist, 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, diagnosing and solving technical problems, and liaising with Trackunit partners.
Your role is crucial in resolving customer queries, recommending solutions and guiding our customers through features and functionalities. As a Technical Support Specialist 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 Danish and English 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
• Escalating complex issues to our software engineering teams via Jira
• 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