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Customer Support Coordinator Tier 1 Americas

Pennant International
Ottawa, ON

Apply Now

Job details

2 hours ago

Qualifications

CRM software
Quality management
Xero
Continuous improvement
Customer support
HubSpot
Communication skills

Full job description

KEY RESPONSIBILITIES AND DUTIES

CUSTOMER SUPPORT:

Act as the regional Tier 1 control point for the Americas, owning the customer experience and ensuring all support interactions are handled professionally, consistently, and in line with defined service standards.
Own and manage support tickets end-to-end within the Support Portal, retaining accountability for progression, communication, and resolution throughout the lifecycle, including when work is escalated to Tier 2 or Tier 3.
Validate customer requests, understand context, impact, and priority, and provide accurate guidance, workarounds, or resolution at Tier 1 where possible.
Ensure all tickets are prioritised and progressed in line with defined support processes, escalation rules, and SLA targets, escalating only when required with clear, structured evidence.
Coordinate with the wider global Support function to enable seamless support handover between regions, maintaining continuity across time zones without customer disruption.
Own all customer communication within the ticket, ensuring updates are clear, timely, and aligned with agreed messaging and service standards.

Maintain high standards of ticket hygiene, ensuring all customer interactions, updates, and actions are accurately recorded in the CRM & Support System, with all support activity captured in the system of record.
Capture lessons learned, workarounds, and resolutions, contributing to the development and continuous improvement of the Knowledge Base and self-service capability.
Identify repeat issues, customer trends, and improvement opportunities, feeding insights back into Support, Product, and Marketing functions.
Act as a liaison between Support and Marketing to ensure customer insights inform communication planning, content creation, and customer-facing messaging, aligning with agreed brand tone and communication standards.
Partner with the Marketing team to ensure all customer-facing communications (including announcements, emails, knowledge articles, and service updates) are accurate, aligned to current support activity, and consistent with brand tone, value propositions, and communication guidelines.

OTTAWA ADMINISTRATION:

Acts as a backup liaison between the Ottawa office and the Operations Manager, addressing office-specific matters including coordination with Crown Property, managing and monitoring office supplies and security checks.
Provides general admin support including mail, shipping, providing support for office visits and organising town halls.
Coordinates local IT support involving coordinating with Ottawa IT contractors, maintaining IT inventory records and assisting with the cell and onsite phone administration.
Provides backup support to Operations Manager and local finance in timesheet and invoice administration, local budget tracking, expenses administration, security processing and sub-contractor administration.
Collates and reports net zero emissions data and conducts quarterly H & S inspection of office.

MAINTENANCE RENEWALS:

Support Annual Maintenance Renewals in accordance with defined sales processes and procedures, including tracking renewal dates, preparing draft quotes, and coordinating with customers and internal stakeholders.
Maintain accurate renewal records and update relevant systems (e.g. Xero) in line with agreed processes.
Work with the wider business to obtain accurate information required to support renewal activities, ensuring data is complete and aligned prior to customer communication.
Provide coordination support to the Sales function; commercial ownership, pricing decisions, and contractual agreement remain with Sales.

OTHER RESPONSIBILITIES

This role plays a vital part in upholding and promoting the company's core values;

Respect Demonstrate respect for colleagues and contribute to a positive and inclusive work environment.
Teamwork Collaborate effectively with team members to achieve common goals and contribute to a supportive and cooperative team environment.
Innovation Contribute to new ideas and the continuous improvement of processes, adapting positively to change.
Performance Strive to meet and exceed performance goals and targets, seeking feedback and continuously developing skills and knowledge.
Quality Ensure all tasks and deliverables meet defined quality standards, following established QMS procedures.

KEY SKILLS

Resourceful with a proactive approach to problem-solving and issue resolution.
Excellent written and verbal communication skills, with the ability to convey clear and structured updates to customers.
Comfortable working within ticketing systems and defined processes, maintaining discipline and consistency in workflow execution.
Confident coordinating across functions, teams, and time zones within a global support model.
Able to assess when to resolve, when to escalate, and how to provide the necessary context for effective progression.
Calm and professional when handling customer pressure, maintaining control of communication and expectations.
Strong interpersonal and collaboration skills, contributing to an effective and supportive team environment.
High attention to detail, ensuring accuracy in ticket management, communication, and data capture.

RELEVANT QUALIFICATIONS/EXPERIENCE

At least two years experience in a customer-facing or support role, with the ability to understand and respond effectively to customer requirements.
Experience working within a ticketing or CRM system (e.g. HubSpot or similar).
Experience operating within structured processes or service environments, with an understanding of workflows, prioritisation, and escalation.
Experience coordinating across teams or functions to support issue resolution.
Proven ability to manage workload effectively in a fast-paced environment.

OTHER

The role is based in Ottawa.

Tier 1 support responsibilities remain the primary focus of this role. All additional duties, including travel and non-support activities, must be managed in a way that does not impact core support delivery, ticket ownership, or customer experience.

The role operates within the Global Customer Support & Service function, with day-to-day priorities and responsibilities aligned to Tier 1 support delivery and governed by the Head of Global Customer Support & Service.

At all times, the job holder is required to represent the Company in a favourable light and to comply with all relevant Group policies and procedures and the Companys Core Values.

This job description is subject to reasonable change on prior notice.

Apply Now

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KEY RESPONSIBILITIES AND DUTIES

CUSTOMER SUPPORT:

OTTAWA ADMINISTRATION:

MAINTENANCE RENEWALS:

OTHER RESPONSIBILITIES

KEY SKILLS

RELEVANT QUALIFICATIONS/EXPERIENCE

OTHER

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