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 explicit, 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.

📌 Customer Support Coordinator Tier 1 Americas (Canada)
🏢 Pennant International
📍 Canada