Customer Support Specialist (Tier 2)

Texada Software

5d•Remote

About The Position

Texada is seeking a highly motivated, customer focused individual to join our Customer Support team in North America in support of our customers in Australia and New Zealand, working in North American Pacific Time: 1:30pm-10:00pm with 30 minute lunch and 2x 15 minute breaks. Some of Texada’s biggest and most strategic CAT customers are based in Australia, this is a position with significant impact on how Texada is viewed by our customers and has significant visibility within the organization. The ideal candidate will have strong problem solving skills, a great appetite to learn and good communication skills. Heavy Equipment dealership experience, specifically CAT dealership experience is highly valued. You will work in a fast-paced environment with a large group of software professionals to support state-of-the-art web and mobile applications for our customers. Customer Support Specialists are senior members of our Support team who engage with internal and external customers to support, configure and expand our software applications. Providing a hands-on approach you will answer and report on customer interactions through a ticket system, leverage and expand a knowledge base, build relationships with customers and coordinate with subject matter experts to deliver helpful and informative customer experiences.

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.
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
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

Nice To Haves

Have CAT dealership experience
Show us you are detail oriented.
Demonstrate to us your ability to solve interesting problems.

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
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