Customer Support Specialist – Tier 2

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

📋 Description

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

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

• Conducting meetings with customers to assess their circumstances 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.

• Managing incidents by coordinating focus on the issue and providing customers with real-time updates.

• Developing training documentation and knowledge articles to help mitigate new customer cases.

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

• Identifying ticket trends and striving to maintain efficient resolution times.

• Collaborating within team circles on both internal and external projects.

• Conducting application tests to uncover issues and comprehend customer workflows.

• Gaining knowledge of our applications and our customers' businesses to qualify for further internal positions within our company.

• Contributing to other assigned projects.

⛳️ Requirements

• A minimum of 2 years of experience with Texada CloudLink software, specifically with 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 prolonged issues.

• Valuable experience in software support and customer interaction.

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

🏝️ Benefits

• Occasional travel as needed to customer locations or to the office in Mississauga, Ontario.