Support Coordinator

  • Toronto, Canada
  • Full-time

Company Description

About Agility

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 


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.