Customer Support Associate, AME
Trackunit is a fast-growing company and a leading supplier of IoT solutions in the global construction industry. The Customer Support Associate will serve as a first point of contact for customers, providing high-quality support and troubleshooting technical issues related to the platform and hardware devices.
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
Skills
- 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
- 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
Benefits
- Remote work policy
- Health benefits
- Retirement savings
- Training
- Coaching
- Mindfulness
- Open feedback culture
Company Overview