You will be responsible for the coordination, progression, and customer experience of support tickets within the Americas region, operating as part of the global Tier 1 Support function. Acting as the regional control point, you will own tickets from first contact through to resolution or closure, retaining accountability throughout the lifecycle, including when work is escalated to Tier 2 or Tier 3.
You will ensure tickets are progressed in line with defined support processes and escalation rules, maintaining high standards of customer communication, ticket hygiene, and service delivery. It is responsible for enabling effective handovers between regions, ensuring continuity across time zones without disruption to customer experience.
Tier 1 support responsibilities take priority over all other duties. Alongside this, you will support the day-to-day running of the Ottawa office and provide coordination support for Auxilium Maintenance renewals.
Success in this role is measured through timely and effective ticket progression, escalation accuracy, quality of customer communication, and contribution to knowledge and continuous improvement.
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 clear, 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.
Proven Ability / Key Skills
- 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.
- 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.
Please note, this is a real and current job vacancy. Morson Edge does not use artificial intelligence to screen or select candidates.
Pay: $50,000.00-$60,000.00 per year
Work Location: Hybrid remote in Ottawa, ON
