Digital Support Coordinator

Livingston International•Erie, PA

2d•Onsite

About The Position

The 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.

Requirements

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.
2 years of related experience
Bachelors Degree or equivalent

Nice To Haves

CCS or equivalent customs certification an asset

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.