Customer Support Coordinator

Job Description

Texada is seeking a highly motivated, customer focused individual to join our Customer Support team in Canada to support our customers in Australia and New Zealand, working in North American Eastern Time: 6pm-3:00am with 30 minute lunch and 2x 15 minute breaks.  Some of Texada’s biggest and most strategic 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 is not required but 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.

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.

Work location and travel

• This position is available at our office at Mississauga, ON, Canada.
• Remote work becomes available once trained on our products and processes for 4 weeks at the manager’s discretion.
• Candidates should be authorized to work in Canada without restriction or sponsorship.

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
• 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

What we are hoping to find in your background

• 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.

How to grab our attention

• Have either heavy equipment industry background, or rental industry background, or dealership experience
• Accounting knowledge or background is valuable.
• Show us you are detail oriented.
• Demonstrate to us your ability to solve interesting problems.

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
• Knowing our products is not required, we can teach you that

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.  www.TexadaSoftware.com

At Texada We Are…

Purposeful, Passionate, and Proud:  We are here to make a difference - to our industry, our customers, and to each other.  

Innovators & Learners:  We innovate our products and our company.  Our innovation involves trying new things, that sometimes work well and other times doesn’t.  As we try we learn, and as long as we learn we are succeeding. 

Driven to improve, not to be perfect:  We are fanatical about improving our products and our company.  Our bias is for improvement, not perfection.  “Most Improved” is our favorite award.

Delivering our Long-term Vision Today:  We have a long-term vision for transformation in our industry.  Our vision is for the long term, but we are impatient to bring it to life.  We find ways bring our vision to life today.

PowerfulTogether:  We recognize that while we are built from different people and cultures we are better and stronger together.  We embrace our diversity with a firm commitment to being 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 accommodation during the recruitment process,  you may contact us during the interview process and we will work with you to support your request.