Technical Support Specialist

at  Trackunit

We are looking for a new awesome colleague to join our European Technical Support team to provide 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 seek 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. Cooperation and compassion are our key qualities, so you can be sure we provide you the support you need on this unique career path.

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 great 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 quick-witted communicator with the ability to see things from different perspectives.
• You are a team-player, 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 hands on experience within the fields of Customer Service, Technical Support or any other customer facing role.
• English skills at a professional level. We are first and foremost a global organisation with international colleagues in and outside of Denmark, and the same goes for the customers you will support.
• Speaking Danish or German is essential for assisting customers in their own language.
  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 anyway.

ROLE OVERVIEW

As a Technical Support Specialist at Trackunit, you will be part of an international team with colleagues placed all over the globe. You will explore the offerings of a renowned company that specializes in SaaS-based IoT solutions for the construction sector, which includes an integrated ecosystem of hardware, fleet management software, and telematics. Your main responsibility is to assist our customers with technical problems when using our products and services.
Your role is crucial in resolving customer queries, recommending solutions and guiding our customers through features and functionalities. As a Technical Supporter 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 works well in an international environment, loves technology and is excited about customer experience and views evert customer interaction as a chance to make a lasting impact.

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
• Diagnose and resolve technical issues, providing step-by-step guidance
• 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.
• Promoting 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.