Are you someone that loves a challenge, works hard, and has a passion for building strong relationships? Do you love collaborating in a supportive team environment to make clients happy and achieve their strategic goals? If you thrive taking real ownership of your clients, and get genuinely excited about technology, this could be your ideal role! Do you want to be the person clients trust to help them get the most out of IT, and the one who makes sure promises are delivered on? If this sounds like you, please read on.

For over 20 years, JIG Technologies has been a Toronto-based managed IT partner to nonprofits and businesses across the GTA. Our core purpose is to elevate organizations that make our communities better and happier.

A quick word before you apply: this isn’t a sit-back-and-watch-the-inbox kind of role. Our clients count on their Customer Experience Advocate to deliver on their promises, stay engaged, take initiative, and consistently advocate on their behalf. That means regular on-site visits across the GTA, following through until issues are truly resolved, and stepping up outside regular hours when a client needs you. You'll thrive here if you take personal ownership of your clients' success, enjoy being in front of people, and love learning how technology can help organizations do more. If you're looking for a role with little client interaction or strictly predictable day-to-day responsibilities, this may not be the right fit—and that's okay. However, if you want to build lasting relationships, make a real impact, and be a trusted advocate for your clients, we'd love to hear from you.

Responsibilities:

- Maintain robust relationships of a portfolio of clients through excellent account management, customer experience and service continuity
- Gain a thorough understanding of your customers and their requirements
- Be the point person and advocate for your customers
- Manage and facilitate client service deliverables including ongoing meetings, reporting, communications both written and verbal, education, soft sales, non-technical escalations/remediations, lifecycle management
- Continuous communication with customers to identify and address their needs and enable providing business solutions
- Coordinate internally within JIG’s managed and professional services to provide total Customer Success
- Assist with the writing of supporting templates, processes,



client communications/materials and budgets
- Analyze licensing, subscription, inventory, service entitlements, gaps, root causes and renewals

Required Skills:

- Ability to identify and manage opportunities for existing clients independently and/or as part of a team
- Internally driven to help others: you lead with care, focus on solutions, and take pride in service excellence
- A genuine passion for technology and IT, with the curiosity to keep learning and the confidence to discuss it with clients
- Strong integrity and professional demeanour
- Proven ability to build strong relationships with decision makers and work effectively at all levels of an organization
- Strong communication and presentation skills (written and verbal), and an active listener
- Analytical, strategic thinker with strong negotiating ability
- Strong planning, organizational, multi-tasking, and time management skills, including building meeting agendas and strategy plans
- A natural sense of urgency with client emails and time-sensitive priorities, and a willingness to go the extra mile when clients need you
- Mature, driven, and proactive, with a do-whatever-it-takes, attitude
- An understanding of the MSP and IT services industry and tools, and of ITIL v4, change management, and project processes
- Proficiency with Microsoft Office (Word, Excel, PowerPoint)
- Understanding of core Microsoft Technologies (Entra/Intune/Sharepoint/One Drive)
- Understanding of Microsoft Licenses/ Sku’s (Business Standard/Premium/E3)
- Understanding of MSP services (MDR/EDR/AV etc.)
- Understanding of hardware (firewall/switch/access point)

Experience/Qualifications:

- Training/hands-on experience in account management, customer success, or project management are considered assets
- Technical Hands-on IT Background ideally in MSP industry (e.g., helpdesk, desktop support, or systems administration)
- PSA experience (Autotask preferable)
- Based in the GTA, with a valid Ontario driver's licence and reliable transportation for regular client visits




- Holds a college diploma in Information Technology, Business Information Systems, Business Administration or a Bachelor's degree

JIG’s Core Values - If your values are in line with the below, we’d love to hear from you.

Work Honestly Hard

- Work hard and put in whatever it takes to deliver on your promises and to get the job done right. You do this because you enjoy helping people and it doesn’t feel like work.
- Work with honesty and integrity because that’s who you are. This quality lets customers know you are there for them providing peace of mind.
- Passionately strive to provide the Wow to our customers because you love to provide happiness in this way.

Support Each Other’s Happiness

- We are a family that loves our team and want to support our own and each other’s happiness.
- We have each other’s back and respect one another enough to encourage each person to take ownership, make mistakes and grow and better themselves as a result.
- We are Open and Honest with each other and our clients. Always communicating to build stronger relationships.

Be Endlessly Curious

- Seek to listen, learn, and understand. Curiosity is about questions. Ask questions before moving to answers. The more questions we ask of our customers, partners, and people, the more we can help.
- Be curious and driven to learn about new technologies, approaches, skills, companies, and people for your continued growth and learning and to help be recognized as a trusted resource.
- Always challenge status quo to better yourself, improve the world around us and provide customer success.

Compensation will be commensurate with the successful candidate’s qualifications, education, and relevant work experience.

Note: JIG uses artificial intelligence (AI) tools to support parts of the recruitment and screening process. These tools assist in reviewing applications and identifying qualified candidates, as well as providing feedback during and after interviews. All final hiring decisions are made by our Human Resources/People & Culture team and hiring managers.

Benefits:

- Casual dress
- Employee assistance program
- Flexible schedule
- Paid time off
- Wellness program
- Work from home

Experience:

- technical: 1 year (preferred)
- Account management: 1 year (preferred)

Work Location: Hybrid remote in Toronto, ON M4S 1B1

📌 Customer Experience Advocate (Old Toronto)
🏢 JIG Technologies
📍 Old Toronto