Customer Support Coordinator

Position Summary

Texada is seeking a highly motivated, customer focused individual to join our Customer Support team. The ideal candidate will have strong problem solving skills, a great appetite to learn and good communication skills. 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.

Work location and travel

This position is remote/hybrid. Our home office is located in Mississauga, ON. Although there are no regular office days, you may be required to attend occasional meetings in person.

Remote work becomes available once trained on our products in our office for up to 4 weeks.

Strategic Value

Customer Support Coordinators 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.

How you will be contributing
? 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 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

What we are hoping to find in your background
? Degree in Computer Science, IT or related certification is strongly desired
? Experience that demonstrates your ability to communicate well with customers and recognize the right opportunities to communicate
? Experience in problem solving complex or lengthy technical issues
? Experience supporting software and working with customers is valuable.

How to grab our attention
? Have either heavy equipment industry background, or rental industry background, or rental dealership experience
? Accounting knowledge or background is valuable.
? Demonstrate to us your ability to solve interesting and complex problem

Competencies for Success
? 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

Who you will be working for

Serving leading equipment dealers and rental houses in North America, Australia & New Zealand, and Europe, Texada Software specializes in SaaS solutions tailored for the equipment rental, sales, and service industries. Established in 1984, the company leverages extensive industry experience to offer a comprehensive platform that manages the entire equipment lifecycle. This includes everything from customer relationship management and service delivery to inventory and rental asset management. Texada's software facilitates efficient operations across multiple facets of business management, streamlining processes such as equipment rental, service management, and sales productivity through innovative tools and features designed to enhance customer engagement and operational efficiency. ()

Our Core Values
? Purpose, Passion, and Pride: What motivates us day to day.
? Learning from Innovation: As long as we are learning, we are succeeding.
? Improvement, not Perfection: We are fanatical about improving our products, our processes, our team, our systems.
? Delivering our Long-term Vision Today: We are impatient to bring our vision to life.
? Being PowerfulTogether: We embrace our various strengths and diversity with a firm commitment to being more PowerfulTogether.

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 an accommodation during the recruitment process, you may contact us at and we will work with you to support your request

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