Customer Support Specialist (French Speaking)

Role overview

As a Customer Support Specialist 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. You will play a vital role in resolving queries, recommending solutions, and guiding customers through our features and functionalities.

Primary responsibilities:

• Provide timely and effective support to our customers by handling administrative tasks and general service inquiries via phone and email.
• Record and manage customer interactions and solutions with accuracy in our ticketing system.
• 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 — ensuring knowledge sharing remains a cornerstone of excellent customer support.

Who are you ideally?

• Ability to assess customers support needs when they arrive, then provide solutions or refer them to other team members.
• 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 2+ years experience from a similar position or you have hands on experience within the fields of Customer Care, Customer Support or any other customer facing role.
• English and French 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.
• Being fluent in Danish or German is a huge plus, because you can help our customers needing help in their local language.

What’s in it for you?

• 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 400 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 outspoken feedback culture to make you 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 organisation/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.

Overview of our hiring process

• Initial interview, where we will get to know each other better. Meet with Team Lead, Customer Support EMEA, Annabel Fotheringham, and a colleague from the team.
• Personality-based interview. You will be asked to fill out an online personality assessment using Hogan prior to the interview. There are no correct answers - the aim is a dialogue about the results and Trackunit’s culture, so you’ll get to know us better as well.
• 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 to the case and provide a solution. Doing this we can get to know your way of thinking and your problem solving skills.
• Second interview with Director of Global Support Operations, Kristian Winfeld Nørgaard, Team Lead, Customer Support EMEA, Annabel Fotheringham, and a colleague from the team whom you’ve already met, the focus will be more on your skills and how to apply them in different situations.
• If needed, throughout the process we will obtain references from former employers, if you have not provided these yourself.