About Aware360
Aware360 is a purpose-driven safety technology company committed to protecting mobile workers through innovative digital solutions. With a focus on lone worker safety and real-time risk mitigation, our SafetyAware and AlertGPS platforms empower organizations to keep their people safe and connected, no matter where the job takes them. We work with partner and direct clients across North America, serving industries such as healthcare, utilities, oil & gas, retail, and government.
The Roles
We're looking for two Customer Service & Fulfillment Specialists to join our team — each sharing the same title but with a different primary focus. Both roles support our SafetyAware and AlertGPS clients via phone and video conference and contribute to hardware fulfillment activities. One position is weighted toward client-facing Tier 1 support, and the other toward fulfillment operations — with each covering the other area in a supporting capacity.
One position (80% Customer Service / 20% Fulfillment): Primary focus on Tier 1 client support, with contribution to hardware fulfillment activities.
One position (80% Fulfillment / 20% Customer Service): Primary focus on hardware fulfillment operations, with contribution to Tier 1 client support.
Both positions work closely together as part of the same team. The responsibilities below apply to both roles, with time and emphasis allocated according to each position's primary focus.
Key Responsibilities
Customer Service & Tier 1 Support
- Serve as a point of contact for client inquiries, troubleshooting requests, and technical issues across SafetyAware and AlertGPS, engaging clients via phone and video conference.
- Diagnose and resolve Tier 1 issues related to platform configuration, device connectivity, and user account management; escalate complex cases with clear documentation.
- Deliver timely, professional, and empathetic responses, maintaining high client satisfaction standards.
- Log and track all support interactions in HubSpot and related tools to ensure accurate records and visibility across teams.
- Identify recurring issues and surface patterns to the Product and Implementation teams to improve the client experience.
- Collaborate with Customer Success to flag at-risk accounts and contribute to retention outcomes; report to the Manager of Technical Services.
Hardware Fulfillment Support
- Support the hardware fulfillment efforts, taking direction from the Director of Fulfillment to ensure orders are processed and delivered accurately and on time.
- Assist with device preparation — including provisioning, labeling, and packaging — in alignment with client requirements.
- Support device swap, upgrade, and replacement programs as needed, coordinating logistics end-to-end.
- Identify opportunities to streamline fulfillment processes and contribute to continuous improvement initiatives.
Qualifications
- 3–5 years in a SaaS customer support, technical support, or client services role.
- Hands-on experience with hardware fulfillment and device provisioning is strongly preferred — including device preparation, kitting, or similar operational activities.
- Excellent verbal and written communication skills; comfortable engaging directly with clients via phone and video conference in a professional and composed manner.
- Technically proficient and comfortable learning new platforms quickly; experience troubleshooting SaaS applications and connected devices preferred.
- Detail-oriented and organized, with the ability to manage multiple open cases and orders simultaneously without losing track of commitments.
- Proficiency with support and CRM tools (e.g., HubSpot, Jira, Zendesk, or similar); comfortable working across Slack, Excel, and standard productivity software.
- A proactive, solutions-oriented mindset — you follow through, close the loop, and communicate clearly when timelines shift.
- Experience in safety technology, telecom, or field services industries is an asset.
What We Offer
- Professional development support and opportunities to grow within a fast-moving safety technology company.
- Purpose-driven work that contributes to safer outcomes for workers across North America.
- A close-knit team environment where your contributions are visible and your impact is real.
Pay: $50,000.00 - $65,000.00 per year
Work Location: In person
