Customer Support Specialist – Tier 2

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Texada Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

☁️ SaaS

B2B • Software • SaaS

Texada Software is a specialized growth platform designed for equipment sales, rental, and service businesses. It provides solutions that optimize operations, enhance revenue tracking, and improve customer management through its integrated software tools. With capabilities such as rental management, service management, and CRM, Texada aims to streamline workflows for heavy equipment organizations, ensuring better collaboration among sales, service, and rental teams while offering insights to drive business growth.

📋 Description

• Communicating with Customers via tickets, phone, email and virtual meetings to support their business processes through the use of our applications • Troubleshooting Customer issues within our applications to determine next steps • Meeting with customers to review their situation and coach them on best use of our software • Researching past issues to inform current tickets • Working with internal teams to advocate for customer priorities • Managing Incidents by helping to coordinate attention on the incident and communicating to the customer updates as they happen • Creating training documentation and Knowledge Articles to help deflect new customer cases • Follow company policies and procedures for creating, scrubbing, updating, escalating, transitioning and closing customer cases • Identify ticket trends and work to maintain resolution times • Work within team circles on internal and external projects • Perform application tests to identify issues and understand customer workflows • Learn our applications and the business of our customers to become valuable and qualified for further internal positions within our company • Contribute to other assigned projects

🎯 Requirements

• Minimum of 2 years experience working with Texada CloudLink software, either with SalesLink and iQuote, or with ServiceLink. • Experience that demonstrates your ability to communicate well with customers and recognize the right opportunities to communicate • Experience in problem solving complex or lengthy issues • Experience supporting software and working with customers is valuable. • Proficiency in using AI tools to enhance content creation, personalize messaging, and improve workflow efficiency.

🏖️ Benefits

• Occasional travel as required to customer locations or office in Mississauga, Ontario