Customer Support Specialist – Tier 2
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Job Description
Customer Support Specialist assisting Texada's customers in Australia and New Zealand. Engaging via tickets, phone, and email while troubleshooting software applications and training users.
Responsibilities:
- 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
- Meeting with customers to review their situation and coach them on best use of our software
- Researching past issues to inform current tickets
- 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 team circles 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
Requirements:
- Minimum of 2 years experience working with Texada CloudLink software, either with SalesLink and iQuote, or with ServiceLink.
- 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.
- Proficiency in using AI tools to enhance content creation, personalize messaging, and improve workflow efficiency.
Benefits:
- Occasional travel as required to customer locations or office in Mississauga, Ontario
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