Customer Support Specialist, Tier 2

7 days ago

Aalborg, Ålborg Kommune, Denmark Trackunit Full time

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 provide support with professionalism and kindness.

You will 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.

What's in it for you?
  • A place in an agile growth SaaS business with possibilities to grow internally in the company.
  • We aim to create and contribute to an inclusive workplace. We practice what we preach by advocating for female leadership in our organisation and have an internal TIDE (Trackunit Inclusion, Diversity and Equity) community. Creating diversity in the construction industry is a long-term goal and we would be pleased to have you support us in this initiative.
  • Great development opportunities through training, coaching and mindfulness. We facilitate these through Impact Conversations. During the Impact Conversations, we shape a learning path every quarter and touch upon your impact on our triple focus; impacting yourself, impacting relations, and impacting the organisation/strategy.
  • Flexibility at work is not just a cliché to us or something we state in a job posting. We provide a flexible work setup and trust that you can structure your routines in a way that best supports your work-life balance. However, we do expect you to be present at the office during the onboarding period to ensure a smooth transition and integration into the team.
Who are you ideally?
  • Ability to assess customer 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 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 work well with others, are always open to new ideas, and find the best solution for our customers in close collaboration with the rest of your team, other departments, and stakeholders.
  • You have a keen eye for detail and are a patient listener, able to pinpoint potential issues our customers are struggling with.
  • You have experience from a similar position or 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 as you can support our customers needing assistance 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 for guiding them through the installation process, escalating reported bugs in the system, and assisting 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 providing 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.
Overview of our hiring process

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

  • Initial interview, where we will get to know each other better. Meet with Customer Support Team Lead, Renata Szentivanszky, and two colleagues from the team.
  • Personality-based interview. You will be asked to fill out an online personality assessment prior to the second interview. There are no correct answers or profiles, and we are not trying to categorize you - the aim is a dialogue around the results and Trackunit's culture, so you can also decide if it aligns with your expectations and what's important to you.
  • Prior task before the second interview - we will hand over a slightly altered customer case before we meet for the second time. We would like you to answer the case and provide a solution. Doing this we can get to know your way of thinking and your problem-solving skills.
  • Second interview will be with Customer Support Team Lead, Renata Szentivanszky, and two colleagues from the team. The focus will be more on your skills and how to apply them in different situations.

The question is: Are you in?

#J-18808-Ljbffr

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