Customer Support Specialist, Tier 2

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Engaging with customers through tickets, phone calls, emails, and virtual meetings to assist them in optimizing their business processes with our applications.

• Diagnosing customer issues within our applications to ascertain the appropriate next steps.

• Conducting meetings with customers to evaluate their situations and guide them on the optimal use of our software.

• Investigating previous issues to provide context for current tickets.

• Collaborating with internal teams to represent customer priorities effectively.

• Overseeing incidents by helping to coordinate focus on the situation and providing the customer with timely updates.

• Developing training documentation and Knowledge Articles to help mitigate the creation of new customer cases.

• Adhering to company policies and procedures for creating, reviewing, updating, escalating, transitioning, and closing customer cases.

• Identifying trends in ticket submissions and striving to maintain prompt resolution times.

• Participating in team initiatives on both internal and external projects.

• Conducting application tests to uncover issues and gain insights into customer workflows.

• Acquiring knowledge of our applications and our customers' businesses to enhance your value and readiness for potential internal advancement.

• Contributing to additional assigned projects.

⛳️ Requirements

• At least 2 years of experience working with Texada CloudLink software, specifically either SalesLink and iQuote or ServiceLink.

• Proven experience showcasing your ability to communicate effectively with customers and identify the right moments to engage.

• Experience in resolving complex or protracted issues.

• Prior experience in software support and customer interaction is beneficial.

• Proficiency in utilizing AI tools to enhance content creation, tailor messaging, and boost workflow efficiency.

🏝️ Benefits

• Occasional travel as required to customer locations or to our office in Mississauga, Ontario.