Account Representative

Company Intro:

At Officetrax, we simplify the complex world of facility management with innovative software solutions trusted by businesses across North America. Our platform helps companies streamline work orders, manage assets, and strengthen vendor performance — all from one centralized, intuitive hub.

Our mission is simple: reduce downtime, boost efficiency, and give organizations the visibility and control they need to succeed. From retail and hospitality to healthcare and commercial real estate, Officetrax connects internal teams, service providers, and vendors in real time, providing visibility, control, and measurable results.

Guided by our values – People First, Integrity, Innovation, and Collaboration – we’re building not just smarter software, but a stronger culture where every team member has the opportunity to grow, make an impact, and shape the future of facilities management.

What you'll do:

As an Account Representative, you'll be a key point of contact for customers, helping them navigate out software, resolve questions, and have a positive experience with Officetrax.

• Build and maintain strong customer relationships with customers by providing friendly, professional, and responsive support.
• Assist customers with software navigation, platform questions and account-related inquiries.
• Assist with onboarding new customers, including coordination of setup, training sessions, and early adoption support.
• Work closely with technical support, product, and implementation teams to resolve client issues and ensure timely solutions.
• Conduct proactive customer check-ins to encourage platform adoption and customer satisfaction.
• Maintain accurate customer records, account information, and support documentation.
• Identify customer needs, gather feedback, and share insights with internal teams.
• Support customer retention through timely follow-up and ongoing relationship management.

What we’re looking for:

• 1-3 years of experience in customer service, account coordination, customer support, sales support or a related role.
• Experience support customers in a software, SaaS, or technology-based environment is strongly preferred.
• Ability to manage multiple tasks and follow through on commitments.
• Experience working with CRM system, ticketing system, or custom management platforms.
• Ability to work collaboratively with internal teams and customers.
• Customer-focused mindset with a commitment to delivering excellent service.
• Excellent verbal and written communication skills, with the ability to communicate clearly and professionally with customers by phone, email and virtual meetings.
• Excellent organizational skills and attention to details.

Nice to have:

• Experience coordinating onboarding, training, or customer support activities.
• Experience working with CMMS, Enterprise Asset Management (EAM), or facilities management platforms.
• Familiarity with customer success metrics such as adoption, retention, and expansion.
• Bilingual abilities (English/French or additional languages).

Location:

This position follows a hybrid schedule, with 2 days in the Brampton office and 3 days remote.

Pay: $40,000.00-$60,000.00 per year

Benefits:

• Extended health care
• On-site parking
• Paid time off

Ability to commute/relocate:

• Brampton, ON: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

• How many years of experience do you have in customer service, client support, account coordination, or a related role?
• Do you have experience supporting customers using software, SaaS platforms, or other technology-based products?
• Do you have experience using CRM systems, ticketing systems or customer management platforms?

Work Location: Hybrid remote in Brampton, ON