Customer Support Specialist (Tier 2)
New
T
Texada SoftwareSoftware
Location: OR, US / CA, US / NV, US / ID, US / WA, US, North American Pacific Time: 1:30pm-10:00pmFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- Minimum of 2 years experience working with Texada CloudLink software
- Required Skills
- JiraTroubleshooting
Requirements
- Minimum of 2 years of experience working with Texada CloudLink software (SalesLink, iQuote, or ServiceLink).
- Experience in problem-solving complex or lengthy issues.
- Experience supporting software and working with customers as a primary contact.
- Proficiency in using AI tools to enhance content creation and improve workflow efficiency.
- Familiarity with support tools such as ticketing systems, Jira, and knowledge bases.
- Excellent written and verbal communication skills.
- Ability to manage multiple tasks and projects effectively.
- Demonstrated patience and curiosity while troubleshooting.
- Heavy Equipment dealership experience, specifically CAT dealership experience (highly valued).
Responsibilities
- Communicate with customers via tickets, phone, email, and virtual meetings to support business processes.
- Troubleshoot customer issues within applications to determine next steps.
- Meet with customers to review their situation and coach them on the best use of software.
- Research past issues to inform current tickets and advocate for customer priorities with internal teams.
- Manage incidents by coordinating attention and providing customer updates.
- Create training documentation and knowledge articles to deflect new customer cases.
- Follow company policies for creating, updating, escalating, and closing customer cases.
- Identify ticket trends and perform application tests to identify issues and understand customer workflows.
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