We are seeking a highly organized and customer-focused Support Coordinator to join our Information Systems team. This position serves as the central point of contact for internal and external technology support requests, ensuring issues are properly documented, prioritized, assigned, and communicated throughout the resolution process. The role acts as the operational hub between users and technical teams to ensure efficient service delivery and a positive support experience.
This role is ideal for someone who enjoys coordinating multiple priorities, communicating with stakeholders, and supporting business operations in a fast-paced transportation, warehousing, and logistics environment. The successful candidate will have a strong operational mindset combined with technical aptitude and analytical problem-solving skills.
The hours of work are Monday through Friday from 8:30am to 4:00pm.
Key Responsibilities
- Receive and create support tickets from incoming requests received via email, support portal, phone calls, and verbal communication.
- Review support requests to ensure sufficient information has been provided and follow up as needed for clarification.
- Assess and prioritize incidents and service requests based on business impact and operational urgency.
- Route tickets to the appropriate support queue, technician, or team.
- Provide requestors with updates, expectations, and communication throughout the support lifecycle.
- Perform basic Level 1 troubleshooting where appropriate.
- Monitor support queues to identify overdue, delayed, or missed tickets.
- Track service levels and prepare daily KPI, SLA, and support performance reporting.
- Maintain and update support documentation and knowledge base articles.
- Participate in departmental meetings and continuous improvement initiatives.
Qualifications
- Experience using ticketing or service management software.
- Experience with Jira Service Management is strongly preferred.
- Strong problem-solving and organizational skills.
- Excellent written and verbal English communication skills.
- Ability to multitask effectively and manage competing priorities.
- Ability to work calmly and make sound decisions under pressure.
- Strong customer service skills and attention to detail.
Preferred
- Experience in transportation, warehousing, logistics, or distribution environments.
- Background in IT support coordination, service desk operations, dispatching, or business systems analysis.
- Technical aptitude with an analytical approach, while not necessarily being a developer or advanced technical specialist.
We have company paid benefits, a pension plan, and overtime. If you are looking to join a company that values your work ethic and appreciates your drive, we would love to hear from you!
Please note that the successful candidate will be subject to reference checks, employment verification, and a criminal background check prior to receiving an offer of employment.
We thank you for your application, but only those candidates selected for an interview will be contacted.
No phone calls please.
No agencies.
JD Smith is an equal opportunity employer that is committed to a diverse and inclusive workforce. We provide a work environment that allows all employees to do their best work, free from all forms of discrimination. No employee or applicant will be discriminated against on the basis of race, ethnicity, age, sex, gender identity or expression, sexual orientation, citizenship status, military status, religion, disability status, or any other legally protected group.
Artificial intelligence is not used to screen, assess or select applicants.
Pay: $52,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- Vision care
Ability to commute/relocate:
- Concord, ON L4K 2N1: reliably commute or plan to relocate before starting work (required)
Experience:
- ticketing or service management system: 1 year (required)
- service desk, IT support coordination, support dispatching: 1 year (required)
- transportation, warehousing, logistics, or distribution: 1 year (preferred)
Work Location: In person
