Customer Support Specialist (Tier 2)

Reports to:

Customer Support Team Lead

Department:

Customer Support

Texada powers the world of equipment. Our purpose-built platform is the growth engine for heavy equipment dealerships and rental businesses, connecting sales, service, and rental on a single cloud-native, API-first system. With Industrial CRM, Equipment-Aware Service Management, and Intelligent Rental Management, now extended with mobile and AI applications, Texada gives equipment businesses the tools to work faster, smarter, and grow with confidence. Learn more at www.TexadaSoftware.com.

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.

• This is a remote position intended for a candidate in Pacific Time Zone of North America
• Occasional travel as required to customer locations or office in Mississauga, Ontario

• 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

• 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.

• Have CAT dealership experience
• Show us you are detail oriented.
• 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
• 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

• Purposeful, Passionate, and Proud — Making a difference for our industry, our customers, and each other.
• Innovators & Learners — We try new things. As long as we're learning, we're succeeding.
• Driven to Improve, Not to Be Perfect — "Most Improved" is our favorite award.
• Delivering our Long-term Vision Today — A long-term vision, brought to life now.
• PowerfulTogether — Different people, different cultures, stronger together.

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

Texada is committed to Employment Equity and encourages applications from every race, religion or belief and ethnic origin, regardless of age, disability, sexual orientation, or gender identity.

Texada fosters an inclusive and accessible environment. If you need assistance or accommodation during the recruitment process,  you may contact us during the interview process and we will work with you to support your request.