Customer Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Engage with customers through tickets, phone calls, emails, and virtual meetings to support their business operations.

• Diagnose customer issues within applications and determine appropriate next steps.

• Conduct meetings with customers to evaluate situations and guide them on optimal software utilization.

• Investigate previous issues to provide context for current tickets.

• Collaborate with internal teams to represent customer priorities effectively.

• Handle urgent customer incidents by coordinating efforts and providing timely updates.

• Develop training documentation and Knowledge Articles to reduce the influx of new customer cases.

• Adhere to company policies and procedures for the creation, review, updating, escalation, transition, and closure of customer cases.

• Analyze ticket trends and monitor resolution times.

• Participate in team collaborations on both internal and external projects.

• Conduct application tests to identify problems and gain insights into customer workflows.

• Familiarize yourself with Texada applications and the businesses of our customers.

• Contribute to additional assigned projects.

⛳️ Requirements

• At least 2 years of experience in a SaaS Support role.

• Strong communication skills to interact effectively with customers and identify opportune moments for engagement.

• Proven experience in resolving complex or lengthy issues.

• Background in software support and customer interactions.

• Proficient in leveraging AI tools to enhance content creation, personalize communications, and streamline workflows.

• Experience in heavy equipment dealerships or rental houses is highly regarded.

• Strong attention to detail.

• Excellent problem-solving skills.

• Patience and curiosity when troubleshooting intricate issues.

• Experience serving clients as a primary contact or lead via phone and/or email.

• Initiative and eagerness to acquire new skills.

• Capability to handle progressively challenging projects.

• Ability to work both independently and collaboratively in team settings.

• Professional and effective written and verbal communication skills.

• Competence in managing multiple tasks and projects simultaneously.

• Familiarity with support tools such as ticketing systems, Jira, and Knowledge Bases.

• Efficiency and empathy in managing customer expectations with respect to SLA-based targets.

• Available to work from 3:30 PM to 12:00 AM North American Eastern Time.

🏝️ Benefits

• 5% annual bonus.

• Remote work position.

• 30-minute lunch break and two 15-minute breaks during scheduled shifts.

• Commitment to Employment Equity.

• Inclusive and accessible working environment.

• Assistance or accommodation available upon request during the recruitment process.

• Opportunities for advancement into internal positions and the chance to engage in more challenging projects.