Digital Support Coordinator
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Job Summary
Digital Support Coordinator
Join Livingston and grow your career in the constantly changing world of international trade. Livingston is amarket leaderoffering customs brokerage international trade consultingcomplianceand freight forwardingservices aroundthe world. Livingston has over 3000 employees at more than 90 key border crossingssea portsairports andother strategic locations in North America Europe and Asia.
Our fast-paced and collaborative environment offers you the opportunity to work with leaders in the industry receive recognition for achievements and develop your expertise in the complex and evolving world of trade. Learn how you can make an impact at Livingston.
The Digital Support Coordinator serves as the primary point of contact for support requests related to Livingstons digital trade platforms and solutions. This role is responsible for managing support intake maintaining self-service resources resolving Tier 1 issues coordinating Tier 2 investigations and ensuring timely communication and resolution for internal and external users.
Working closely with Operations Product Technology Trade Compliance and Customer Experience teams the Digital Support Coordinator helps deliver a positive support experience while promoting user adoption knowledge sharing and continuous improvement. The role also supports the maintenance and enhancement of knowledge articles training materials and support processes to improve service quality and operational efficiency.
- Serve as the primary intake point for support requests related to digital trade platforms and solutions.
- Monitor triage prioritize and assign support requests according to established processes and service-level expectations.
- Investigate troubleshoot and resolve Tier 1 support issues.
- Coordinate Tier 2 investigations with subject matter experts and functional teams ensuring issues are tracked through resolution and communicated back to requestors
- Track support requests through resolution and ensure timely follow-up with requestors.
- Maintain ownership of support cases to ensure completion and customer satisfaction.
- Develop maintain and improve Tier 0 self-service content knowledge articles FAQs and support documentation.
- Identify recurring issues and recommend opportunities for process improvement training automation or knowledge enhancements.
- Partner with Product Technology Operations and Compliance teams to resolve user issues and improve platform performance.
- Assist with the creation and maintenance of user guides training materials and support communications.
- Support onboarding and adoption efforts by providing guidance and assistance to platform users.
- Document support activities resolutions trends and lessons learned.
- Monitor support queues and service metrics to ensure requests are addressed within established service levels.
- Escalate critical issues system outages and customer-impacting concerns as appropriate.
- Participate in testing release readiness activities and validation of support documentation for new functionality.
- Provide feedback to leadership regarding support trends user adoption challenges and enhancement opportunities.
- Knowledge of customer support service desk or case management processes.
- Strong troubleshooting and problem-solving skills.
- Excellent written and verbal communication skills.
- Strong customer service and relationship management capabilities.
- Ability to manage multiple requests and competing priorities.
- Strong organizational and follow-up skills.
- Ability to document processes procedures and knowledge articles.
- Ability to learn and support technology-enabled business processes and digital platforms.
- Strong attention to detail and commitment to service quality.
- Ability to collaborate effectively across multiple business functions.
- CCS or equivalent customs certification an asset
At Livingston we are committed to fostering a flexible growth-oriented environment where you can thrive. Our culture is built on respect recognition and collaboration and we empower our team with trusted expertise continuous learning opportunities and long-term support. We offer competitive compensation comprehensive benefits and a transparent pay philosophy aligned with market data and job-related factors.
Base salary is one component of our total rewards package which also includes incentive opportunities benefits and professional development. Salary ranges are established by location and reflect relevant factors such as skills experience and market conditions. The good-faith salary range for this position is CAD. Actual compensation will be determined based on these factors and may vary accordingly.
Diversity Equity and Inclusion at Livingston
We are proud to be an inclusive employer and welcome applicants of all backgrounds experiences and perspectives. We know some candidates especially women and people of color may hesitate to apply unless they meet every requirement. If this role excites you we encourage you to apply.
Livingston is an equal opportunity employer committed to fostering an inclusive and accessible workplace. Accommodations are available throughout the recruitment process for applicants with disabilities. If you require an accommodation please advise when submitting your accordance with Ontario transparency requirements this posting is for an existing currently available accordance with Ontario transparency requirements this posting is for an existing currently available position.
Job Type:Full Time
Location:ON Fort Erie - CN050
Required Experience:
IC
About Company
North America’s most experienced customs broker and leading provider of global trade management, trade consulting, customs compliance and freight solutions.
