Customer Support Specialist

🕒 October 13

🇨🇦 Canada – Remote

💵 $64.2k - $74.5k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Texada Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏗️ Construction

📦 Logistics

Construction • Logistics • Software

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

• Communicate with customers via tickets, phone, email, and virtual meetings to support their business processes • Troubleshoot customer issues within applications and determine next steps • Meet with customers to review situations and coach them on best use of the software • Research past issues to inform current tickets • Work with internal teams to advocate for customer priorities • Manage urgent customer incidents by coordinating attention and communicating updates • Create training documentation and Knowledge Articles to deflect new customer cases • Follow company policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing customer cases • Identify ticket trends and maintain resolution times • Work within team circles on internal and external projects • Perform application tests to identify issues and understand customer workflows • Learn Texada applications and customers’ businesses • Contribute to other assigned projects

🎯 Requirements

• Minimum of 2 years of experience working in a SaaS Support role • Ability to communicate well with customers and recognize the right opportunities to communicate • Experience solving complex or lengthy issues • Experience supporting software and working with customers • Proficiency in using AI tools to enhance content creation, personalize messaging, and improve workflow efficiency • Heavy Equipment dealership or rental house experience is highly valued • Detail-oriented • Problem-solving ability • Patience and curiosity while troubleshooting complex issues • Experience supporting clients as a primary contact or lead using phone and/or email • Initiative and willingness to learn new skills • Capacity to take on increasingly challenging projects • Ability to work independently and in team-based environments • Professional and clear written and verbal communication skills • Ability to manage multiple tasks and projects • Knowledge of support tools such as ticketing systems, Jira, and Knowledge Bases • Efficiency and empathy in managing customer expectations through SLA-based targets • Willingness to work 3:30pm–12:00am North American Eastern Time

🏖️ Benefits

• 5% annual bonus • Remote work position • 30-minute lunch and two 15-minute breaks during scheduled shift • Employment Equity commitment • Inclusive and accessible work environment • Recruitment-process assistance or accommodation available upon request • Opportunities for further internal positions and increasingly challenging projects

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