Applications Support Specialist

 

Description:

The Applications Support Specialist will play an integral role in assisting the public through a broad range of communication channels. With a focus on digital engagement including front-line technical support, the Applications Support Specialist is part of a dynamic team; helping external audiences access CBC content and services as well as sharing feedback with internal stakeholders.

This position will work closely with Level 2 customer support colleagues; collaborate with digital product and strategy teams, and liaise across the organization including management in order to create and disseminate accurate and consistent messaging to the public. In delivering exceptional customer service, the Applications Support Specialist will positively reflect and build upon CBC’s brand and reputation.

The Applications Support Specialist is a key contributor towards the Corporation’s commitment of accountability and availability by providing CBC audiences with timely and relevant information.

How you’ll make an impact:

The Applications Support Specialist is part of the National Client Services (NCS) team, and is the first point of contact with the public, providing individualized service, helping audiences find their way on CBC products and services. Furthermore, the Applications Support Specialist acts a bridge, relaying and interpreting information between audiences and internal teams, raising audience concerns to the appropriate stakeholders.

Specific tasks include, but are not limited to:

  • Writing official responses to a broad range of audience enquiries, including technical issues, editorial and content feedback, requests for information and assistance, etc.

  • Meeting audience expectations by answering enquiries in a timely and accurate manner.

  • Ensuring that all correspondence is consistent with key messages developed within the Public Affairs and Communications departments.

  • Identify trends within customer tickets and escalate to the appropriate stakeholders.

  • Consulting with executives, senior programming management and others, as necessary, to research and prepare responses to sensitive and/or difficult issues.

  • Over time, develop subject matter expertise in one or more areas within CBC’s digital properties (CBC News, CBC Gem, CBC Listen, CBC Accounts, etc.).

Who you are

Qualifications:

  • Experience: You have 3 or more years experience providing customer support.

  • Education: A college/university diploma/degree in digital technology, public relations, communications or an equivalent combination of education, training and experience.

  • Technical proficiency: Working knowledge of digital media content (video, audio, text), platforms (websites, apps), and devices (mobile, tablet, connected TVs).

  • Familiarity with CBC digital: A nuanced understanding of CBC’s apps and websites, including CBC Gem, CBC News, and CBC Listen.

  • Exceptional communicator: You have superior writing, editing and proofreading skills, and you can tailor your message to different audiences.

  • Customer experience mindset: You have a customer service approach and you are empathetic towards the people you help. You know how to listen, understand perspectives and relay information with sensitivity.

  • Proficiency in customer support tools: You have knowledge and are comfortable working with customer support software programs, specifically Zendesk.

  • Avid learner: As our digital services and operations evolve, you will continue to seek out more information to level up your skill set and build out the knowledge base of the customer support team.

  • Team player: You enjoy, and have proven to be successful, working in a collaborative, team-oriented environment.

  • Work well under pressure: You have demonstrated the ability to handle and excel under the pressure of audience expectations and department deadlines.

Organization CBC/Radio-Canada
Industry Management Jobs
Occupational Category Applications Support Specialist
Job Location Toronto,Canada
Shift Type Morning
Job Type Full Time
Gender No Preference
Career Level Intermediate
Experience 3 Years
Posted at 2024-12-18 3:16 pm
Expires on 2025-02-01