Customer Support Specialist

Texada Software

. Communicate with customers via tickets, phone, email, and virtual meetings to support their business processes .

Posted 10/13/2026full-timeRemote • CanadaJuniorMid-Level💰 CA$64,200 - CA$74,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in SaaS support, effectively communicating with customers to troubleshoot issues and enhance their experience. Proficient in using support tools and AI technologies to improve workflow efficiency and create training documentation.

Highest-signal resume keywords

SaaS Support ExperienceCustomer Communication SkillsProblem-Solving AbilityKnowledge of Ticketing SystemsHeavy Equipment Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingApplication TestingContent CreationWorkflow EfficiencyTicket Management

Soft Skills

Detail-OrientedPatienceCuriosityInitiativeEmpathy

Tools & Technologies

AI ToolsJiraKnowledge BasesTicketing Systems

Industry Keywords

Heavy Equipment DealershipRental House ExperienceSLA-Based Targets

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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