Client Support Specialist - L1

Trackforce is the world's largest physical security workforce management SaaS company. Our technology provides physical security companies and corporations that employ guards with a single platform to manage their security workforce. We help improve response times, reduce administrative burdens, and lower costs.

Today, Trackforce serves 3,000+ clients in over 45 countries. We have over 300 employees with offices in Montreal,

Paris, and London. However, we embrace being remote-first!

About the Role

We are seeking a Client Support Specialist - L1 to provide frontline support and ensure a seamless customer experience. As the first point of contact for customer inquiries, you will troubleshoot issues, resolve technical concerns, and escalate complex cases when needed. This role is ideal for a customer-focused, detail-oriented professional who thrives in a fast-paced environment and is passionate about delivering excellent support experiences.

• Customer Support & Issue Resolution – Provide first-level support via chat, email, and phone, resolving customer inquiries efficiently.
• Ticket Management – Accurately document, prioritize, and track customer issues in the support platform, ensuring timely resolutions.
• Knowledge & Self-Service Support – Leverage internal knowledge bases to assist customers and contribute to ongoing documentation updates.
• Escalation Handling – Identify complex issues and escalate them to the appropriate teams, ensuring a seamless customer experience.
• Process Adherence – Follow standardized workflows, playbooks, and best practices to maintain consistency and efficiency.
• Collaboration & Feedback – Work closely with Product, Engineering, and Client Success teams to share customer insights and improve processes.

• 1+ years of experience in a customer support or service role.
• Strong problem-solving skills with the ability to diagnose technical and non-technical issues.
• Experience using support tools like Zendesk, Salesforce, or similar platforms.
• Excellent written and verbal communication skills to interact with customers professionally.
• Ability to multitask, prioritize tickets effectively, and work in a fast-paced environment.
• Passion for customer satisfaction, teamwork, and continuous learning.

• Experience in SaaS, software support, or a tech-driven environment.
• Familiarity with knowledge base management and self-service support strategies.

Working at TrackForce

We offer a flexible, and fully remote environment so that you can harmonize your personal life with the fantastic work you will do here. Our team is highly focused on delivering value for our customers. Our recent merger has enabled us to become the true market leader in the security workforce management software space.

The values we live by:

- Foster Curiosity

- Lead with empathy

- Take Ownership and be accountable

- Empower diversity

- Be True and act with Integrity.

#LI-Remote

Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and drive and do not meet all of the above, we encourage you to apply!

Trackforce is proud champions of diversity, equity, belonging, and inclusion. We have a zero-tolerance policy for any form of discrimination against people in protected classes or based on prohibited grounds. All qualified applicants will receive fair consideration for employment in compliance with the applicable employment and human rights legislation.