Customer Support Coordinator

About Texada Texada powers the world of equipment. Our purpose-built platform is the growth engine for heavy equipment dealerships and rental businesses, connecting sales, service, and rental on a single cloud-native, API-first system. With Industrial CRM, Equipment-Aware Service Management, and Intelligent Rental Management — now extended with mobile and AI applications — Texada gives equipment businesses the tools to work faster, smarter, and grow with confidence. Learn more at www.TexadaSoftware.com . The Role Texada is seeking a highly motivated, customer focused individual to join our Customer Support team in North America in support of our customers in North America, Australia and New Zealand, working in North American Eastern Time: 11:30am-8:00pm with 30 minute lunch and 2x 15 minute breaks. The ideal candidate will have strong problem solving skills, a great appetite to learn and good communication skills. You will work in a fast-paced environment with a large group of software professionals to support state-of-the-art web and mobile applications for our customers. Customer Support Coordinators engage with internal and external customers to support, configure and expand our software applications. Providing a hands-on approach you will answer and report on customer interactions through a ticket system, leverage and expand a knowledge base, build relationships with customers and coordinate with subject matter experts to deliver helpful and informative customer experiences. Work location and travel Remote/Hybrid work environment (primarily remote work with occasional travel to Mississauga office) with a mandatory 1 week training in our office. Candidates should be authorized to work in Canada without restriction or sponsorship. What You'll Own Communicating with Customers via tickets, phone, email and virtual meetings to support their business processes through the use of our applications Troubleshooting Customer issues within our applications to determine next steps Working with internal teams to advocate for customer priorities Managing incidents by helping to coordinate attention on the incident and communicating to the customer updates as they happen Creating training documentation and Knowledge Articles to help deflect new customer cases Follow company policies and procedures for creating, scrubbing, updating, escalating, transitioning and closing customer cases Identify ticket trends and work to maintain resolution times Work within teams on internal and external projects Perform application tests to identify issues and understand customer workflows Learn our applications and the business of our customers to become valuable and qualified for further internal positions within our company Contribute to other assigned projects What We're Looking For Experience that demonstrates your ability to communicate well with customers and recognize the right opportunities to communicate Experience in problem solving complex or lengthy issues Experience supporting software and working with customers is valuable. How to grab our attention Have either heavy equipment industry background, or rental industry background, or dealership experience Show a demonstrated ability to learn quickly - our software is complex and takes time to gain confidence in Accounting or book keeping knowledge is valuable. Demonstrate to us your ability to solve interesting problems Patience and curiosity while troubleshooting complex issues Experience in supporting clients as a primary contact or lead using phone and/or email Demonstrate initiative, a willingness to learn new skills and the capacity to take on increasingly challenging projects Motivated, comfortable working independently and in team-based environments Professional and clear communication skills, both written and verbal Ability to manage multiple tasks and projects Knowledge of support tools such as ticketing systems, Jira, Knowledge Bases Efficiency and empathy in managing customer expectations through SLA based targets Knowing our products is not required, we can teach you that Our Core Values Purposeful, Passionate, and Proud — Making a difference for our industry, our customers, and each other. Innovators & Learners — We try new things. As long as we're learning, we're succeeding. Driven to Improve, Not to Be Perfect — "Most Improved" is our favorite award. Delivering our Long-term Vision Today — A long-term vision, brought to life now. PowerfulTogether — Different people, different cultures, stronger together. Texada is committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace in hiring and growth opportunities. We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. Texada fosters an inclusive and accessible environment. If you need assistance or accommodation during the recruitment process, you may contact us during the interview process and we will work with you to support your request. Compensation Base: $47,500 – $50,000 CAD base + 5% annual bonus Shift Premium: $3/hour for all hours worked after 6:30 PM