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.

📌 Customer Success Coordinator (Toronto)
🏢 ET Group
📍 Toronto