Client Support Specialist - L1 at tracktik

At Trackforce, we are transforming how physical security operations are managed around the world. As the leading SaaS platform for physical security workforce management, we provide security companies and organizations with a streamlined solution to manage their guard forces, respond faster, operate more efficiently, and reduce costs — all while staying focused on safety and protection. We support 4,600+ clients across more than 50 countries and are proud to be a growing team of 300+ professionals. With our headquarters in Dallas, Texas, and Centers of Excellence in Montreal, Quebec and Wroclaw, Poland, we collaborate across regions and time zones in a hybrid work environment that combines flexibility, connection, and meaningful impact. We’re looking for a Client Support Specialist (L1) to deliver frontline B2B application support and ensure a consistently positive customer experience. As the first point of contact for customer inquiries, you’ll assist business clients using the Trackforce platform by troubleshooting product-related questions, resolving common functional issues, and ensuring cases are documented and routed correctly when escalation is required.  This role focuses on supporting B2B clients in their use of our SaaS platform rather than outsourcing, third-party contact center, internal IT infrastructure or hardware troubleshooting.  This is a full-time role with a consistent 8-hour workday (non-shift based). The schedule must provide coverage until 7:30 PM Eastern Time to support our North American customer base.  The position may be hybrid for candidates based in Montreal or fully remote for candidates located elsewhere in Canada.  This role is ideal for someone who is customer-focused, detail-oriented, and comfortable working in a fast-paced B2B SaaS environment, with a strong interest in learning and growing within customer and product support.  Key Responsibilites • Frontline Customer Support: Provide first-level support via chat, email, and phone, addressing customer questions and issues in a timely, professional manner. • Issue Troubleshooting & Resolution: Diagnose and resolve product usage, configuration, and workflow issues within the Trackforce platform using internal tools, documentation, and established workflows. • Ticket Management: Accurately log, prioritize, and track support tickets in our support platform, ensuring clear documentation and appropriate follow-up. • Escalation & Handoffs: Identify issues that require deeper investigation and escalate them to the appropriate internal teams with complete and actionable context. • Knowledge & Documentation: Leverage internal knowledge bases to support customers and contribute feedback to improve documentation and self-service resources. • Cross-Team Collaboration: Partner with Product, Engineering, and Client Success teams to share customer insights and help improve product and support processes. Qualifications • Experience: Minimum of 1 year of experience in customer support for a B2B software, SaaS platform, or technology service environment. • Technical Skills: Experience using customer support platforms such as Zendesk, Salesforce, or similar ticketing systems, with a focus on supporting software applications rather than internal IT infrastructure. • Communication: Clear, professional written and verbal communication skills in both English and French. • Critical Thinking: Strong problem-solving skills and the ability to ask the right questions to identify root causes. • Organizational Skills: Ability to manage multiple tickets, prioritize effectively, and stay organized in a fast-paced environment. • Scope of Support: Experience supporting software applications or SaaS products for external clients is preferred; this role does not involve internal IT administration, networking, or hardware support. Learning Outcomes • SaaS Industry Proficiency: Gain hands-on experience with a global market-leading security workforce management software. • Technical Troubleshooting: Develop advanced diagnostic skills for resolving complex technical and functional customer inquiries. • Global Collaboration: Learn to operate and coordinate across international regions and time zones. Success Metrics • Response Professionalism: Consistently resolving customer tickets in a timely and professional manner across all channels. • Documentation Quality: Maintaining high standards for ticket logging, prioritization, and tracking to ensure seamless handoffs. • Product Impact: Successfully contributing customer insights and feedback to help improve product and support processes Working at Trackforce At Trackforce, we operate in a hybrid model of work, offering flexibility to balance in‑office collaboration with remote work. This approach allows our teams to stay connected while maintaining autonomy and work‑life balance. We are highly focused on delivering value to our customers, and our recent merger has strengthened our position as the market leader in security workforce management software. Planned office relocation (April) near McGill University in Montreal, offering a more central and accessible workspace.   Benefits We Offer ·        Hybrid and flexible work model ·        Three weeks of vacation starting in your first year ·        Paid sick days & family obligation days ·        Comprehensive health & dental coverage from Day 1 ·        24/7 telemedicine access ·        Mental health & wellness support ·        Life insurance, AD&D, long term‑ disability & critical illness coverage ·        RRSP & DPSP with employer matching ·        Employee referral bonus ·        Paid volunteer day & recognition programs   #LI-Hybrid At Trackforce, we are committed to providing an inclusive, respectful, and discrimination‑free workplace. We do not tolerate discrimination or harassment of any kind and make employment decisions based on qualifications, merit, and business needs. We proudly comply with local employment laws and are an equal opportunity employer in all locations where we operate. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.