Technical Support Associate

Trackunit is a fast-growing company and a leading supplier of IoT solutions, operating out of many offices worldwide. Trackunit specializes in digital solutions that connect machines, people, and systems in the global construction industry. The construction industry is the least digitalized industry of all. This lack of digitalization has left construction far behind a global economy on the rise and placed the industry as one of the least productive industries too.

We are looking for... 

We are looking for a new capable colleague to join our North American Technical Support team to help deliver a great customer experience for our customers from all over the world. As a Technical Support Associate 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 locations in the hearts of London, ON and Kitchener, ON we offer you a flexible setup with the possibility to work from one of our locations or remotely from anywhere in Ontario. No relocation assistance is offered for this position.

What’s in it for you?

• A place in an agile growth SaaS business, with possibilities to grow internally in the company. We are moving quickly, so fasten your seat belt and prepare to adjust. Back in 2020 we were 150 employees at Trackunit and we have just passed 450 employees.
• International environment with regular check-ins and social events across teams, departments and borders.
• We take your personal and professional development goals seriously and we support them through training, coaching and mindfulness as well as with an open feedback culture to enable you to identify your strengths and opportunities. We do this by touching upon your impact on our triple focus: impacting yourself, impacting teams/relations and impacting the organization/strategy.
• Flexibility and hybrid working is not just a cliché to us or something we state in a job posting. We do offer you a flexible setup and believe that you best can structure how your routines look like. And once you have chosen how you work best, let us know what you need: we got you covered with the IT equipment you need for your work.
• Turning the Tide. At Trackunit, we aim to create and contribute to an inclusive workplace. And this priority starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. We only assess candidates on their qualifications and merit. Learn more about TIDE and other DE&I initiatives here. 

Role overview 

As a Technical Support Associate, 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 Associate 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

Who are you ideally?

You’re someone who enjoys helping others, solving technical challenges, and working in an evolving, collaborative environment. You're not just good at figuring out issues—you actually enjoy it. Whether it's connected devices, cloud-based platforms, or integrated hardware/software systems, you dive in, a