About the role

Customer Support Coordinator supporting Texada’s equipment dealership and rental software customers across Australia and New Zealand. Troubleshooting applications, managing tickets, and coordinating customer issue resolution.

Responsibilities

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