About the Role
As a Customer Support Specialist, you are the first point of contact for users with questions or technical issues, in both French and English. A minimum English level of 4/5 is required. You provide fast, professional, and resolution-oriented service.
About CDWare
CDWare is a hyper-growth fleet management software company expanding into new sectors and markets across North America. We develop vertically specialized software for industries where operations are critical.
What You’ll Do
Support Level 1
- Respond to user requests via email, phone, WhatsApp, or ticketing system (HubSpot)
- Identify, analyze, and resolve basic technical issues or escalate them to higher-level support when necessary
- Provide clear and educational explanations to users
- Act as a customer trainer on occasion
- Create training videos for our customers
- Document recurring cases and contribute to the knowledge base
- Conduct annual follow-ups to ensure customer satisfaction
- Create and maintain customer and internal documentation such as user guides and troubleshooting materials
- Identify upselling and cross-selling opportunities by recommending additional products or services to align with customer objectives and drive business growth
- Provide supplementary training to help customers maximize the value of their solutions, ensuring smooth adoption and long-term success
- Use CRM and support platforms (HubSpot) to track customer interactions and support ticket cases, ensuring records are up to date.
- Maintain customer/supplier relationships to maximize the chances of renewal.
What We’re Looking For
- Experience in creating training materials and user guides
- Experience in creating training videos and content
- Knowledge of fleet management
- Analytical and problem-solving skills
- Ability to learn multiple platforms
Nice to Have
- Bilingualism (French-English) is a definite asset to our team.
- Experience in fleet management, logistics, or field operations.
Why Join Us
- Your work has real stakes. The software you build is what fleet managers open when a concrete truck is late, a hazmat route needs rerouting, or a snow removal crew needs to be redeployed. What you ship matters to the people using it.
- You will own your craft across the full stack, web, mobile, and backend, with the autonomy to make real technical decisions and the influence to shape how the team builds.
- We are growing fast into new verticals and markets, which means the problems keep getting more interesting and the impact of what you build keeps expanding.
- Work remotely from anywhere in Canada, with hybrid options available in Quebec City and Montreal.
- Come together in person at our annual company offsite and stay connected through team activities throughout the year including our running club.
