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 transparent, 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.

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📌 Customer Support Representative (Ontario)
🏢 Kordova Tek
📍 Ontario