Customer Support Specialist – Tier 2

Texada Software

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.

Posted 6/26/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Occasional travel as required to customer locations or office in Mississauga, Ontario

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingapplication testingproblem solvingcontent creationworkflow efficiency

Soft Skills

communicationcustomer advocacycoachingresearchincident management