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Canada
T6 Talent Partners Looking for Customer Support Coordinator at Toronto, ON Full Time
Sesimi is an Australian-founded innovation; a SaaS platform that seamlessly produces content for clients anywhere, anytime, at a fraction of regular ad production prices with our creative automation product. Our creative automation products give clients the power to create, manage, share and publish on-brand content in seconds.
We are looking for a Customer Support Coordinator to help provide full-service platform support to our customers. This role will work with our customers over chat, phone and email to troubleshoot a variety of issues, process escalations and handle inbound support tickets of all varieties. You will work closely with internal team members across timezones, subject matter experts and our external clients to dig into problems, identify solutions and ensure everyone gets the support that they need.
This is a fully Remote / Work from Home role.
Key Responsibilities
Product Knowledge: you will provide support, advice and deep level knowledge of our products to our enterprise customers, helping them to get the most out of our platform. You will stay up to date on our latest updates, feature releases, etc.- Technical Support: diagnose, report, and assist customers with software challenges, navigate the platform and understand customer needs, gather information, and provide feedback to management if required. We provide support over web chat, email and phone calls.
- Auditing: you will support our clients in auditing content and campaigns that are ready for production — you will compare work to a set of guidelines/rules and identify whether or not they conform and can be approved, or if they need to be flagged and reviewed further.
- Data & Reporting: you will ensure that all data is entered into and tracked in the system immediately, and will be able to provide timely reports and audits of that data when needed
About You
- You have proven experience providing Customer/Client Support to enterprise customers for technical tools/products/platforms
- You are comfortable working in a fast-paced environment and managing multiple projects, priorities and stakeholders at the same time
- You are a problem-solver — if you don’t know the answer you are motivated to find it, and you are energized by helping others work through challenges
- You are a quick learner, comfortable working with multiple software systems/tools and learning the ins and outs of new products
Recruitment Journey
Phone Screen: you will speak with Brett or Lianne for an initial conversation to share more about you, learn more about Sesimi and align on the role + next steps
Hiring Manager Interview: you will speak with Stephanie, our Account Director / the hiring manager for this role
Phone Interviews: you will meet with 1-2 other team members to learn more about Sesimi and share more about yourself
Offer: we look to make you an offer to join our team in Canada!
