Customer Success Coordinator

Company Description

Are you ready to be part of a dynamic team and grow your career with a company that’s redefining the future of work? At ET Group, we’re transforming the way we operate and deliver excellence through transparency, collaboration, and innovation. We are proud to be recognized as one of the top workplaces in Canada. Ranked 30th on the 2026 Best Workplaces in Canada list, our commitment to fostering a positive and inclusive work environment is at the heart of everything we do.

As pioneers in asynchronous work, we empower our team to make decentralized decisions and drive meaningful change. We design and integrate cutting-edge audiovisual (AV) solutions that enhance collaboration and communication. Committed to continuous learning and teamwork, we deliver high-touch, premium AV solutions to enterprise and government clients.

Job Description

PURPOSE

Clients are informed, SLA's are met, failed systems are caught early, and every incident is logged and handed to the right team.

CORE ACCOUNTABILITIES

• Acting as the first point of contact for incoming client calls and emails and logging each request accurately before it is routed.
• Monitoring remote monitoring platform alerts throughout the shift and confirming when products remain in a failed state beyond the defined hold period.
• Opening tickets for products that remain in a failed state and passing them to L1 for triage, with alert, site, room and device details.
• Ensuring tickets are accurately categorized, prioritized and documented from creation to closure.
• Providing clients with status updates on open incidents in line with their SLA, and confirming resolution with the client before closure.
• Updating partners to ensure that they have the latest incident information.
• Understanding each client's severity levels and their associated SLA response and resolution times.
• Tracking open tickets against SLA timers and alerting the Service Coordinator when a ticket is at risk.
• Assisting in preparing reports on alerts, recurring failures and SLA performance as needed.
• Attending relevant meetings both internal & external to support the team.
• Availability for early, late or rotating shifts as required.
• Working mostly remotely, with occasional work from the office or at client sites as required.
• As business needs evolve, support the broader team by applying and expanding skills beyond core responsibilities.

DEVELOPMENTAL RESPONSIBILITIES

• Completing training on the ticketing system and the remote monitoring platforms used by the Service team.
• Building working knowledge of common AV systems through manufacturer online training and shadowing remote triage to understand common failures and how they are resolved.
• Familiarizing themselves with the Service Coordinator's dispatch, parts, RMA and T&M quoting processes.
• Contributing common issues and resolutions to the Service knowledge base.

Qualifications

• Diploma or Bachelor's degree in Business Administration, IT Services, Operations, or related field, or equivalent experience
• 0–2 years in a customer service, helpdesk, or administrative role, ideally within an AV, IT, or technical services environment
• Clear written and verbal communication with clients, technicians, and partners
• Strong organization, follow-through and attention to detail when managing multiple open tickets
• Comfort learning service management or ticketing platforms (Q360, ServiceNow, ConnectWise, or equivalent)
• Basic understanding of AV or IT systems (displays, video conferencing, control, networking), or a strong interest in learning
• Exposure to AV remote monitoring platforms (e.g. Crestron XiO Cloud, Q-SYS Reflect) considered an asset

Additional Information

Further Details:

• Annual salary range: $50,000 - $60,000 CAD per year.
• Comprehensive medical and dental coverage.
• Yearly bonus
• 3 weeks of paid vacation in your first year, with additional days accrued for tenure.
• 6 personal paid and 4 unpaid emergency leave days.
• Personal development opportunities with 20 days allocated for training and skill enhancement.
• Extensive onboarding, mentoring, and growth potential.
• A workplace built on trust, empowerment, and a positive atmosphere

ET Group values diversity and is committed to building teams that reflect various backgrounds, perspectives, and skills. Our hiring decisions are based on qualifications, merit, and business needs. We do not use AI in any of our hiring process.