Client Support Manager

Position summary

Compensation

• The hiring salary range is $45,000 to $55,000 annually.
• This is an existing vacancy. The employer states it does not use AI to screen, assess, or select applicants.

Qualifications

• A Canadian bachelor's degree from a recognized college or university is mandatory; Business, Commerce, or Computer Science are preferred fields of study.
• Knowledge of a case ticketing system and ability to troubleshoot and resolve conflicts are required.
• Strong communication, analytical, problem-solving, learning, organizational, and time-management abilities are sought.
• Construction, tech support, or customer service exposure is an asset; Professional Services and/or Information Technology experience is preferred.

Responsibilities

• Manage critical day-to-day issues and share resolution progress with clients and internal support members.
• Coordinate client calls to provide updates, prioritize issues, and discuss upgrade and patch paths and product inquiries.
• Coordinate support team priorities, review ticket notes, and participate in weekly Product Lead meetings.
• Maintain business partner and contact information and assist with internal customer service portal access.
• Monitor ticketing issues and escalate and coordinate key outstanding support issues promptly.
• Build and maintain strong business relationships.

Benefits and workplace amenities

• Benefits include health and dental coverage, paid vacation and personal days, and RRSP matching after two years of employment.
• The employer offers townhall discussions, wellness webinars, and social events.
• The office is located on York University’s campus, accessible by transit and near shopping and restaurants, with outdoor lunch space.