MidFull TimeEN
We’re looking for a new team member to join our EMEA Customer Support team as a Customer Support Associate — a role tailored for someone early in their career who’s curious, enthusiastic, and eager to learn. You’ll support our global customer base and grow in resolving customer obstacles, developing your technical troubleshooting abilities and communication skills along the way — all while working in a collaborative, fun, and international team that genuinely enjoys what they do.
We are looking for a great colleague to join our European Customer Support team on a full-time contract. In this role, you will help deliver a superior customer experience to our customers from all over the world.
As a Customer 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, dealing with our customers daily by handling troubleshooting requests via phone, email, and chat. This includes supporting both functional and technical inquiries related to our SaaS platform, IoT hardware, telematics devices, and connectivity solutions.
You will learn to follow structured troubleshooting steps, use internal diagnostic tools, and work with systems such as Intercom, CloudTalk, and Jira to log and manage customer cases effectively. We strive to meet our customers at eye-level and aim to provide support with professionalism, technical insight, and compassion.
You will work in an environment 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 will provide the support you need on this unique career path.
You will be joining our EMEA-based Customer Support team — a dynamic group of colleagues who combine different backgrounds and expertise with a shared drive to solve challenges, celebrate wins, and make work enjoyable.
A place in an agile growth SaaS business, with possibilities to grow internally in the company. We are moving fast, so fasten your seat belt and prepare to be adaptable. Back in 2020 we were 150 employees at Trackunit and we have just passed 550 employees.
Exposure to a leading SaaS-based IoT ecosystem combining hardware, telematics, and software — and hands-on experience troubleshooting real customer cases.
International environment with regular check-ins and social events across teams, departments, and borders.
We take your personal and professional development goals seriously and support them through training, coaching, and an outspoken feedback culture to help you identify your strengths and opportunities.
Flexibility and hybrid working is not just a cliché to us. We offer a flexible setup where you can work from our Aalborg hub or Copenhagen hub, with the possibility to work from home. We provide the IT equipment you need.
Turning the Tide. At Trackunit, we are committed to creating and contributing to an inclusive workplace. We assess candidates solely based on qualifications and merit.
As a Customer Support Associate at Trackunit, you will join an international team of colleagues located across the globe and become part of the leading SaaS-based IoT solutions company for the construction industry. Our ecosystem combines hardware, fleet management software, and telematics to transform how the industry connects and operates.
Your primary responsibility will be to assist customers with their questions and challenges when using our products and services. This includes handling incoming inquiries, guiding customers through platform features, troubleshooting hardware and software issues, and resolving administrative or connectivity-related challenges.
You will play a vital role in diagnosing issues, recommending solutions, and ensuring cases are documented accurately in our ticketing systems while meeting agreed response times and service levels (SLAs).
We are looking for someone who thrives in a truly global environment, is passionate about delivering outstanding customer experiences, and sees every interaction as an opportunity to create meaningful impact.
Provide timely and effective support to our customers by handling service inquiries and troubleshooting requests via phone, email, and chat.
Support customers with technical and functional questions related to our SaaS platform, hardware devices, and telematics solutions.
Use structured troubleshooting methods, internal diagnostic tools, templates, and knowledge base resources to resolve cases efficiently.
Record and manage customer interactions and solutions with accuracy in systems such as Intercom, CloudTalk, Jira, and our ticketing platform.
Manage your workload effectively, follow assigned schedules, and meet response time goals (SLAs).
Collaborate closely with product and development teams, sharing customer insights and feedback from a customer-centric perspective.
Foster positive customer relationships by addressing challenges with empathy, clear communication, and practical solutions.
Contribute to team growth by assisting in onboarding and training new colleagues, and by creating and updating content for our Help Center.
Ability to assess customers’ support needs when they arrive, then provide solutions or refer them to other team members when needed.
You are curious and technically inclined, with an interest in understanding SaaS platforms, IoT devices, and troubleshooting processes.
You are a quick-witted communicator who can explain technical topics in a simple and structured way.
You are organized and dependable, able to manage your workload and follow processes while identifying improvement opportunities.
You are a team player who collaborates closely with colleagues and stakeholders to find the best solutions.
You have experience from a similar position within Customer Care, Customer Support, Technical Support, or another customer-facing role.
Fluent in German and comfortable supporting customers over the phone and via email.
English skills at a professional level.
Being fluent in Danish or French is a strong plus.
Don’t meet every single requirement? No worries — if you’re excited about the role and motivated to grow into it, we encourage you to apply anyway.
Don’t waste your time writing the perfect cover letter. 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 Team Lead, Customer Support EMEA, Melanie Suvic, and a colleague from the team.
Personality-based interview. You will be asked to complete an online Hogan personality assessment prior to the interview. The aim is dialogue and mutual insight.
Prior task before the second interview — we will hand over a slightly altered customer case. We would like you to provide a written response and solution, giving us insight into your way of thinking and problem-solving skills.
If needed, we will obtain references from former employers during the process.
