{"id":11947,"date":"2026-05-07T16:52:45","date_gmt":"2026-05-07T20:52:45","guid":{"rendered":"https:\/\/cdware.com\/?post_type=career&#038;p=11947"},"modified":"2026-05-12T03:13:31","modified_gmt":"2026-05-12T07:13:31","slug":"customer-support-and-documentation-specialist","status":"publish","type":"career","link":"https:\/\/cdware.com\/en\/career\/customer-support-and-documentation-specialist\/","title":{"rendered":"Customer Support and Documentation Specialist"},"content":{"rendered":"<h2>About the Role<\/h2>\n<p>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.<\/p>\n<h2>About CDWare<\/h2>\n<p>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.<\/p>\n<h2>What You\u2019ll Do<\/h2>\n<p><b><i><span data-contrast=\"none\">Support Level 1<\/span><\/i><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:false,&quot;134245417&quot;:false,&quot;201341983&quot;:0,&quot;335559685&quot;:360,&quot;335559737&quot;:421,&quot;335559738&quot;:1,&quot;335559739&quot;:0,&quot;335559740&quot;:290,&quot;469777462&quot;:[696],&quot;469777927&quot;:[0],&quot;469777928&quot;:[1]}\">\u00a0<\/span><\/p>\n<ul>\n<li>Respond to user requests via email, phone, WhatsApp, or ticketing system (HubSpot)<\/li>\n<li>Identify, analyze, and resolve basic technical issues or escalate them to higher-level support when necessary<\/li>\n<li>Provide clear and educational explanations to users<\/li>\n<li>Act as a customer trainer on occasion<\/li>\n<li>Create training videos for our customers<\/li>\n<li>Document recurring cases and contribute to the knowledge base<\/li>\n<li>Conduct annual follow-ups to ensure customer satisfaction<\/li>\n<li>Create and maintain customer and internal documentation such as user guides and troubleshooting materials<\/li>\n<li>Identify upselling and cross-selling opportunities by recommending additional products or services to align with customer objectives and drive business growth<\/li>\n<li>Provide supplementary training to help customers maximize the value of their solutions, ensuring smooth adoption and long-term success<\/li>\n<li>Use CRM and support platforms (HubSpot) to track customer interactions and support ticket cases, ensuring records are up to date.<\/li>\n<li>Maintain customer\/supplier relationships to maximize the chances of renewal.<\/li>\n<\/ul>\n<h2>What We\u2019re Looking For<\/h2>\n<ul>\n<li>Experience in creating training materials and user guides<\/li>\n<li>Experience in creating training videos and content<\/li>\n<li>Knowledge of fleet management<\/li>\n<li>Analytical and problem-solving skills<\/li>\n<li>Ability to learn multiple platforms<\/li>\n<\/ul>\n<h3>Nice to Have<\/h3>\n<ul>\n<li>Bilingualism (French-English) is a definite asset to our team.<\/li>\n<li>Experience in fleet management, logistics, or field operations.<\/li>\n<\/ul>\n<h2>Why Join Us<\/h2>\n<ul>\n<li aria-level=\"1\">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.<\/li>\n<li aria-level=\"1\">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.<\/li>\n<li aria-level=\"1\">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.<\/li>\n<li aria-level=\"1\">Work remotely from anywhere in Canada, with hybrid options available in Quebec City and Montreal.<\/li>\n<li aria-level=\"1\">Come together in person at our annual company offsite and stay connected through team activities throughout the year including our running club.<\/li>\n<\/ul>\n","protected":false},"featured_media":11945,"template":"","class_list":["post-11947","career","type-career","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Support and Documentation Specialist - CDWare<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cdware.com\/en\/career\/customer-support-and-documentation-specialist\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Support and Documentation Specialist - CDWare\" \/>\n<meta property=\"og:description\" content=\"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. 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