Position: Customer Support Coordinator, Global Software Support
Work location and travel
This role will support our customers in the Australia and the Pacific region. Working Hours are 6:30 pm - 3:00 am Eastern with 2-3 months working 8:30 am to 5:00 pm Eastern at our office at Mississauga, ON, Canada for in-office training until moving to late shift. Remote work becomes available once trained on our products and processes at the manager’s discretion.
$3 shift premium applicable to all hours worked for shift duration starting at 6:30 pm Eastern.
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.
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
Texada fundamentally transforms how equipment dealers and rental companies manage their business while enabling growth through high-margin equipment service and rental. Serving a large global market with double-digit growth, Texada is poised to lead industry disruption through the delivery of its scalable and integrated platform. Texada serves international customers through its presence in the U.S. Canada, Germany, and Australia. Please visit www.TexadaSoftware.com for additional information.
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.