Customer Support Coordinator

Texada Software

1d•CA$47,500 - CA$50,000•Hybrid

About The Position

Texada is seeking a highly motivated, customer-focused individual to join our Customer Support team in North America. This role will support customers in Australia and New Zealand, operating within North American Eastern Time (6:30 PM - 3:00 AM). The ideal candidate will possess strong problem-solving skills, a eagerness to learn, and good communication abilities. You will work in a fast-paced environment with a large group of software professionals, supporting state-of-the-art web and mobile applications for our customers. Customer Support Coordinators engage with internal and external customers to support, configure, and expand our software applications. This role involves a hands-on approach, including answering and reporting on customer interactions via a ticket system, leveraging and expanding a knowledge base, building customer relationships, and coordinating with subject matter experts to deliver helpful and informative customer experiences.

Requirements

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.
Professional and clear communication skills, both written and verbal
Ability to manage multiple tasks and projects
Knowledge of support tools such as ticketing systems, Jira, Knowledge Bases
Efficiency and empathy in managing customer expectations through SLA based targets
Candidates should be authorized to work in Canada without restriction or sponsorship.

Nice To Haves

Have either heavy equipment industry background, or rental industry background, or dealership experience
Show a demonstrated ability to learn quickly - our software is complex and takes time to gain confidence in
Accounting or book keeping knowledge is valuable.
Demonstrate to us your ability to solve interesting problems
Patience and curiosity while troubleshooting complex issues
Experience in supporting clients as a primary contact or lead using phone and/or email
Demonstrate initiative, a willingness to learn new skills and the capacity to take on increasingly challenging projects
Motivated, comfortable working independently and in team-based environments
Knowing our products is not required, we can teach you that

Responsibilities

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
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 teams 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