Customer Support Coordinator

• • Communicate with customers via tickets, phone, email, and virtual meetings to support business processes
• • Troubleshoot customer issues within applications and determine next steps
• • Work with internal teams to advocate for customer priorities
• • Coordinate incident response and communicate updates to customers
• • Create training documentation and knowledge articles
• • Follow procedures for creating, scrubbing, updating, escalating, transitioning, and closing customer cases
• • Identify ticket trends and maintain resolution times
• • Work on internal and external projects
• • Perform application tests to identify issues and understand customer workflows
• • Learn Texada applications and customers' businesses
• • Contribute to assigned projects

• Experience demonstrating the ability to communicate well with customers and recognize the right opportunities to communicate
• Experience solving complex or lengthy issues
• Experience supporting software and working with customers is valuable
• Heavy equipment, rental industry, or dealership experience is an advantage
• Ability to learn quickly
• Accounting or bookkeeping knowledge is valuable
• Ability to solve interesting problems
• Patience and curiosity while troubleshooting complex issues
• Experience supporting clients as a primary contact or lead using phone and/or email
• Initiative and willingness to learn new skills
• Capacity to take on increasingly challenging projects
• Ability to work independently and in team-based environments
• Professional and clear written and verbal communication skills
• Ability to manage multiple tasks and projects
• Knowledge of ticketing systems, Jira, and knowledge bases
• Ability to manage customer expectations through SLA-based targets
• Candidates must be authorized to work in Canada without restriction or sponsorship

Demonstrates strong communication skills with customers through various channels while effectively troubleshooting complex issues and managing customer expectations. Proficient in using ticketing systems and collaborating with internal teams to support business processes and project initiatives.

• Customer Communication
• Troubleshooting Complex Issues
• Ticketing Systems Knowledge
• Project Coordination
• Heavy Equipment Industry Experience

• Application Testing
• Problem Solving
• Accounting Knowledge
• Bookkeeping Knowledge
• Customer Support

• Patience
• Curiosity
• Initiative
• Ability to Work Independently
• Team Collaboration

• Heavy Equipment
• Rental Industry
• Dealership Experience

• Jira
• Knowledge Bases
• Ticketing Systems