Customer Support Specialist

About the role

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.

Reports to

Customer Support Team Lead

Department

Customer Support

Responsibilities

• Engage with internal and external customers to support, configure, and expand our software applications.
• 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.
• Research past issues to inform current tickets.
• Work with internal teams to advocate for customer priorities.
• Manage incidents by helping to coordinate attention on the incident and communicating updates to the customer.
• Create 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.
• Show us you are detail oriented.
• Demonstrate to us your ability to solve interesting problems.
• Show patience and curiosity while troubleshooting complex issues.
• Experience in supporting clients as a primary contact or lead using phone and/or email.
• Be motivated, comfortable working independently and in team-based environments.
• Have CAT dealership experience.
• Have professional and clear communication skills, both written and verbal.
• Have the ability to manage multiple tasks and projects.
• Have knowledge of support tools such as ticketing systems, Jira, Knowledge Bases.
• Have efficiency and empathy in managing customer expectations through SLA based targets.

Qualifications

• 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.

Benefits

- 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