{"id":4139468,"url":"https://alion.io/job/et-group-customer-success-coordinator","title":"Customer Success Coordinator","company":{"id":6817,"name":"ET Group","domain":"etgroup.com","url":"https://alion.io/company/etgroup","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":50000,"max":60000,"currency":"CAD","period":"year","gross":null,"usd_annual":42132},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-11T21:07:01Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-12T23:53:10Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Are you ready to be part of a dynamic team and grow your career with a company that’s redefining the future of work? At ET Group, we’re transforming the way we operate and deliver excellence through transparency, collaboration, and innovation. We are proud to be recognized as one of the top workplaces in Canada. Ranked 30th on the 2026 Best Workplaces in Canada list, our commitment to fostering a positive and inclusive work environment is at the heart of everything we do.\nAs pioneers in asynchronous work, we empower our team to make decentralized decisions and drive meaningful change. We design and integrate cutting-edge audiovisual (AV) solutions that enhance collaboration and communication. Committed to continuous learning and teamwork, we deliver high-touch, premium AV solutions to enterprise and government clients.\n PURPOSE\nClients are informed, SLA's are met, failed systems are caught early, and every incident is logged and handed to the right team.\nCORE ACCOUNTABILITIES\nActing as the first point of contact for incoming client calls and emails and logging each request accurately before it is routed.\nMonitoring remote monitoring platform alerts throughout the shift and confirming when products remain in a failed state beyond the defined hold period.\nOpening tickets for products that remain in a failed state and passing them to L1 for triage, with alert, site, room and device details.\nEnsuring tickets are accurately categorized, prioritized and documented from creation to closure.\nProviding clients with status updates on open incidents in line with their SLA, and confirming resolution with the client before closure.\nUpdating partners to ensure that they have the latest incident information.\nUnderstanding each client's severity levels and their associated SLA response and resolution times.\nTracking open tickets against SLA timers and alerting the Service Coordinator when a ticket is at risk.\nAssisting in preparing reports on alerts, recurring failures and SLA performance as needed.\nAttending relevant meetings both internal & external to support the team.\nAvailability for early, late or rotating shifts as required.\nWorking mostly remotely, with occasional work from the office or at client sites as required.\nAs business needs evolve, support the broader team by applying and expanding skills beyond core responsibilities.\nDEVELOPMENTAL RESPONSIBILITIES\nCompleting training on the ticketing system and the remote monitoring platforms used by the Service team.\nBuilding working knowledge of common AV systems through manufacturer online training and shadowing remote triage to understand common failures and how they are resolved.\nFamiliarizing themselves with the Service Coordinator's dispatch, parts, RMA and T&M quoting processes.\nContributing common issues and resolutions to the Service knowledge base.\n Diploma or Bachelor's degree in Business Administration, IT Services, Operations, or related field, or equivalent experience\n0-2 years in a customer service, helpdesk, or administrative role, ideally within an AV, IT, or technical services environment\nClear written and verbal communication with clients, technicians, and partners\nStrong organization, follow-through and attention to detail when managing multiple open tickets\nComfort learning service management or ticketing platforms (Q360, ServiceNow, ConnectWise, or equivalent)\nBasic understanding of AV or IT systems (displays, video conferencing, control, networking), or a strong interest in learning\nExposure to AV remote monitoring platforms (e.g. Crestron XiO Cloud, Q-SYS Reflect) considered an asset\n Further Details:\nAnnual salary range: $50,000 - $60,000 CAD per year. \nComprehensive medical and dental coverage. \nYearly bonus \n3 weeks of paid vacation in your first year, with additional days accrued for tenure. \n6 personal paid and 4 unpaid emergency leave days. \nPersonal development opportunities with 20 days allocated for training and skill enhancement. \nExtensive onboarding, mentoring, and growth potential. \nA workplace built on trust, empowerment, and a positive atmosphere \n ET Group values diversity and is committed to building teams that reflect various backgrounds, perspectives, and skills. Our hiring decisions are based on qualifications, merit, and business needs. We do not use AI in any of our hiring process.","description_format":"text","description_chars":4344,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Pro AV & Digital Signage"],"lifecycle":[{"event":"open","at":"2026-11-12T04:53:04Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":23,"reasons":["conf:0","win:early","comp:junior"],"computed_at":"2026-11-12T10:38:37Z"},"pay":{"stated_usd_annual":42132,"is_top_pay":false},"html_url":"https://alion.io/job/et-group-customer-success-coordinator","json_url":"https://alion.io/job/et-group-customer-success-coordinator.json","meta":{"generated_at":"2026-11-13T00:31:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1204,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6817},"rest":"https://alion.io/mcp/rest/get_company?id=6817"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fet-group-customer-success-coordinator"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fet-group-customer-success-coordinator"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fet-group-customer-success-coordinator"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/et-group-customer-success-coordinator\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fet-group-customer-success-coordinator"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4139468}},{"tool":"search_jobs","arguments":{"company":"etgroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4139468},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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