Marketing Events Coordinator
Cradle
Salary
💰 CA$60,000 - CA$65,000 per year
Job Level
JuniorMid-Level
About the role
- Promptly manage incoming customer inquiries, providing troubleshooting support and advice that is timely, professional, friendly, and accurate.
- Manage the resolution and communication to end-users and ensure all tickets are properly logged and resolved in a timely manner.
- Maintain a detailed understanding of the Mediafly product solutions, both from a business use case perspective AND a technical perspective. Use that knowledge to troubleshoot questions from clients about their data, identify issues, and provide advice.
- Drive successful product experience by identifying and recording bugs and feature requests, and managing resulting customer communication.
- Configure Mediafly’s settings and reporting areas to customer specifications.
- Collaborate closely with cross-functional teams to escalate high-severity or recurring technical issues and influence product improvements.
- Manage the ongoing technical health of the customer; i.e. resolve API errors within client portals, portal activations/deactivations, proactively reach out to customers if there are connectivity, integration, or user errors, etc.
- Manage communication with customers by email or scheduled call, and provide the highest level of support and customer satisfaction by offering technical troubleshooting, configuration advice, and business use case advice.
- Performs other duties and assignments as requested to support the technical service function.
Requirements
- 2+ years of professional experience as a Product or Technical Customer Support Specialist.
- Strong sense of personal ownership and responsibility.
- Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results.
- Ability to translate complex technical ideas into simple, easy to understand content.
- Demonstrated ability to manage complex, technical multi-step resolutions involving API, data, or system integrations.
- Track record using customer support tools (e.g., Zendesk, Salesforce, Jira, etc.).
- Strong written and verbal communication skills, both internally and externally.
- Excellent analytical capabilities and problem-solving skills combined with sound business judgment in a fast-paced environment with evolving priorities.
- Extremely effective time and task management, detail-oriented, organized, and a good team player.
