Digital Support Coordinator

Livingston International; Fort Erie; On-site; CAD 39,000 - 59,000; Full time

Job summary

Livingston International is seeking a Digital Support Coordinator in Canada to act as the primary intake point for digital trade platform support, triage requests, and collaborate with Product, Technology, Operations, and Compliance teams. The role emphasizes timely resolution, user adoption, and knowledge sharing.

The position requires a Bachelor's degree or equivalent and two years of related experience, with CCS certification an asset. Base salary range is disclosed and benefits are offered.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer support

Troubleshooting

Communication

Relationship management

Prioritization

Documentation

Collaboration

Education

Bachelor's degree

CCS certification

Job description

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Join Livingston and grow your career in the constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance and freight forwarding services around the world. Livingston has over 3,000 employees at more than 90 key border crossings, sea ports, airports and other 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.

JOB SUMMARY

Digital Support Coordinator serves as the primary point of contact for support requests related to Livingston's 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.

KEY DUTIES & RESPONSIBILITIES

• 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 & SKILLS

• 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.

WORK EXPERIENCE – MINIMUM REQUIRED

2 years of related experience

EDUCATION

Required: Bachelors Degree or equivalent

CERTIFICATIONS DESCRIPTION

• CCS or equivalent customs certification an asset

COMPETENCIES

Business Acumen and Straight Talk

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 39,370-59,200 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 application. In accordance with Ontario transparency requirements, t his posting is for an existing, currently available position. In accordance with Ontario transparency requirements, this posting is for an existing, currently available position.