Senior Full Stack Engineer improving APIs, backend services, and customer - service tools for Skylight’s family technology platform. Collaborating with Customer Success and Engineering to simplify family experiences.
About the role
- Customer Support Specialist supporting Texada’s cloud software for equipment dealerships and rental businesses. Troubleshooting customer issues and coordinating support across North America, Australia, and New Zealand.
Responsibilities
- Communicate with customers via tickets, phone, email, and virtual meetings to support their business processes
- Troubleshoot customer issues within applications and determine next steps
- Meet with customers to review situations and coach them on best use of the software
- Research past issues to inform current tickets
- Work with internal teams to advocate for customer priorities
- Manage urgent customer incidents by coordinating attention and communicating updates
- Create training documentation and Knowledge Articles to deflect new customer cases
- Follow company policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing customer cases
- Identify ticket trends and maintain resolution times
- Work within team circles on internal and external projects
- Perform application tests to identify issues and understand customer workflows
- Learn Texada applications and customers’ businesses
- Contribute to other assigned projects
Requirements
- Minimum of 2 years of experience working in a SaaS Support role
- 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
- Proficiency in using AI tools to enhance content creation, personalize messaging, and improve workflow efficiency
- Heavy Equipment dealership or rental house experience is highly valued
- Detail-oriented
- Problem-solving ability
- 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 support tools such as ticketing systems, Jira, and Knowledge Bases
- Efficiency and empathy in managing customer expectations through SLA-based targets
- Willingness to work 3:30pm–12:00am North American Eastern Time
Benefits
- 5% annual bonus
- Remote work position
- 30-minute lunch and two 15-minute breaks during scheduled shift
- Employment Equity commitment
- Inclusive and accessible work environment
- Recruitment-process assistance or accommodation available upon request
- Opportunities for further internal positions and increasingly challenging projects
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Degree requirement
No Education Requirement
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