Digital Support Specialist, Trade Platforms

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

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.