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. 

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

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.