Customer Support Representative

Location: Remote - Canada Schedule: 24–40 hours per week Compensation: $19.00 - $24.00/hr Company Description Kordova Tek builds operating infrastructure for freight carriers across North America. Our flagship platform, TorqueAI, helps transportation businesses manage dispatch, billing, compliance, payroll and day-to-day fleet operations through one integrated system. Learn more at kordovatek.com Role Description Kordova Tek is hiring a Customer Support Representative to assist customers using TorqueAI. The role is responsible for responding to customer questions through live chat, email and phone. Customer Support Representatives help users understand platform features, navigate workflows and resolve common product issues. Support is provided using available documentation, instructional videos and internal resources. Issues that cannot be resolved through standard troubleshooting are documented and escalated. Responsibilities Own customer inquiries through resolution across live chat, email and phone Help customers navigate TorqueAI and complete common workflows Explain product features and settings clearly Use, maintain and improve support documentation and instructional resources Ask relevant questions to understand and reproduce reported issues Troubleshoot common account, workflow and product-use problems Create support tickets for technical issues requiring further investigation Record the relevant account details, steps and supporting information in each ticket Escalate unresolved or time-sensitive issues to the appropriate team Follow up with customers when additional information or confirmation is required Maintain accurate records of customer conversations and reported issues Participate in product training and support review sessions Stay current with product updates and changes Identify recurring customer questions and independently update the relevant help resources Qualifications Strong written and verbal communication skills Comfortable assisting customers through chat, email and phone Able to explain software workflows in clear, simple language Comfortable learning and using detailed business software Patient and professional when working with customers of different technical abilities Able to investigate basic issues and follow established troubleshooting steps Organized and able to manage multiple customer conversations Accurate when recording customer information and creating support tickets Able to identify when an issue should be escalated Takes initiative, works independently and follows issues through to resolution Previous experience in technology, customer service, or freight is an asset but not required.

Respond to customer inquiries via live chat, email, and phone to help users navigate the TorqueAI platform. Troubleshoot product issues, maintain support documentation, and escalate complex technical problems to the appropriate teams.

Candidates must have strong communication skills and the ability to explain software workflows clearly to users of varying technical abilities. Previous experience in technology, customer service, or the freight industry is considered an asset.

• Problem solvingPreferred

Identified from the job description. Confirm important requirements above.

• Written Communication
• Verbal Communication
• Customer Support
• Technical Troubleshooting
• Software Navigation
• Ticket Management
• Issue Escalation
• Documentation
• Problem Solving
• Professionalism

• Customer Service & Support
• Technology
• Transportation
• Logistics
• Software

Minimum experience

0+ years

Apply by

Feb 11, 2027

Posting language

English

Working hours

40 hours per week

Seniority

Entry level

Application method

Direct apply is available