Support Queue Coordinator

Support Queue Coordinator 

📍 - In-office, Toronto 

💼 - Full-time, permanent 🧑‍💼 - Department of Client Support Services   

Culture is at Our Core 

At Business Cloud, our culture is at the heart of everything we do. As a leading managed technology service provider (MSP) and proud partner of Google Cloud and Microsoft, we support small and medium-sized organizations across Canada. Our fast-growing, customer-focused team is passionate about staying ahead of technological trends and implementing cloud-first solutions. Our mission is to create dependable, secure, and efficient environments for our clients. We take full responsibility for all technical aspects to support their success. Our diverse team is highly collaborative and is united by a shared passion for innovation and excellence.  

Our core values reflect our commitment to excellence and innovation: 

• Growth & Development 

• Ownership & Leadership 

• Respect, Empathy, & Customer First 

• Prevention & Proactivity 

About the Job 

As a key member of the Business Cloud team, you will be responsible for efficiently handling incoming client requests by monitoring support queues, performing triage and intake, answering phone calls, and acting as the first point of contact. You will strategically distribute tickets and calls to the appropriate teams or technicians while closely monitoring workloads, backlogs, and response times. Additionally, you will coordinate resources, resolve bottlenecks, and maintain a widespread knowledge of client environments to proactively address ongoing issues. This position requires a strong commitment to professionalism, technical expertise, and a dedication to fostering a collaborative and supportive team environment. Strong communication skills and exceptional customer service are essential to this role, ensuring efficient workflow and timely issue resolution. 

• Monitor Support Queues: Handle incoming client requests, perform triage and intake, and answer phone calls. 

• First Point of Contact: Act as the initial contact for clients, addressing their requests promptly. 

• Ticket & Call Distribution: Distribute tickets and calls to appropriate teams or technicians based on urgency and expertise. 

• Workflow Oversight: Monitor workloads, backlogs, and response times to ensure efficient workflow. 

• Resource Coordination: Coordinate resources to resolve bottlenecks and maintain smooth operations. 

• Client & Ticket Expertise: Maintain knowledge of client environments and ongoing issues to inform routing decisions. 

• Support Escalation: Identify at-risk tickets, escalate critical issues, and collaborate with teams. 

• Communication Hub: Liaise between clients, technicians, and departments to streamline resolutions. 

• Additional Duties: Generate performance reports, suggest process improvements, and train new team members. Other duties as required.  

Qualifications 

Education and Experience: 

• College Diploma in Computer Science, Information Technology, or a related field (or equivalent work experience). 

• 1-2 years of experience in a technical support environment. 

Technical Skills: 

• Familiarity with ticketing systems (e.g., Zendesk, ConnectWise, ServiceNow, Autotask). 

• Technical aptitude to understand a wide range of IT issues (networking, software, hardware).  

• Familiarity with and proficiency in troubleshooting hardware and software issues both in-person and remotely. 

• Basic system administration skills for optimal client technology performance. 

Interpersonal Skills: 

• Excellent verbal and written communication. 

• Strong customer service orientation. 

• Ability to collaborate with team members. 

• Strong problem-solving skills. 

• Commitment to continuous improvement through training and certification. 

• Professionalism and dedication to a collaborative team environment. 

Why Business Cloud? At Business Cloud, we are more than just a managed technology service provider; we are a team united by a shared passion for excellence. We believe that every employee should have the opportunity to have their voice heard and be set up to succeed. Our culture is built on mutual respect, empathy, and a commitment to continuous growth and development. 

We are looking for candidates who share our core values of transformation, brilliance, and teamwork. If you are driven by a desire to take ownership of client technology environments, deliver exceptional customer service, and continuously enhance your skills, you will thrive at Business Cloud. 

We offer a dynamic and supportive work environment where your contributions are valued and rewarded. Our compensation is based on performance and qualifications, ensuring that your pay reflects your contributions to the company.