Support Coordinator
- Full-time
Company Description
Agility CMS is the next generation of web content management systems. Cloud-based, agile and powerful, Agility CMS powers customer web and mobile sites that deliver content to over 5 million visitors per day. We partner with leading brands and agencies, providing an innovative, future-proof CMS platform and exceptional service and support. As one of the most innovative technology companies in Toronto Agility Inc is entering a phase of growth, and we're ready to add a second Support Coordinator.
Job Description
We are looking for a Support Coordinator to oversee our support queue. The Support Coordinator will work with cross-functional, multi-project permanent resources, as well as contract resources, to ensure that Agility customers are receiving prompt responses and resolutions to their issues.
Day to Day Responsibilities
Managing the Agility support queue; ensuring that customers receive prompt responses to support tickets submitted
Ensuring that customers are receiving regular status updates on open tickets
Providing a world class customer service experience to all customers you interact with
Working with the development team to resolve support tickets in a timely manner and following up with customers on resolutions
Managing ongoing maintenance of existing websites built on the Agility CMS platform
Managing internal projects related to support
Collecting customer feedback and presenting to product & management team
Analyzing current support processes that can be improved, researching solutions and presenting alternatives based on industry best practices
Qualifications
Job Requirements
Education: University degree in Business, Science, Engineering or Communications
1+ year experience in a customer service focused role
1+ year experience in a customer support role
Provides timely and accurate updates to customers for ongoing support issues
Ability to clearly communicate issues and solutions to customers
Staying calm during turbulent times
Willingness to be held accountable for results and not deflect blame
Excellent verbal and written communication skills
Ability to stay organized in a fast-paced environment
Ability to learn new software quickly
Additional Information
Company Perks
Fully-stocked kitchen with the healthiest of snacks, and the city's best coffees and teas
Paid company lunches every first Friday of the month
Monthly team-bonding events and quarterly full-day outings
Ongoing opportunities for employee appreciation
Competitive salary and benefits plan
Individually-tailored professional development opportunities
Flex hours and casual working environment
Modern open-concept office that promotes teamwork and cross-department collaboration
Lounge area with games and a well-used ping-pong table
Centrally located office surrounded by some of the city's best restaurants and coffee shops
Please apply today if: you have the required experience, enthusiasm and love coming to work every day at a company that is changing an industry.
All your information will be kept confidential according to EEO guidelines. Please note we will be doing a reference check if you receive an offer.