About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About You

You will be the first stop and triage for our internal and external customers on their journey through the support processes and pivotal to the overall experience. You will receive incoming traffic via many different channels and tasked with ensuring that the information gets properly routed to the internal resource that will execute in an acceptable window of time. You will also work with some of our providers and their systems to ensure that we are receiving complete and accurate data for all in-flight deliverables and will work to keep data updated in our systems.

What you’ll do and how you’ll have an impact

Nurture an outstanding support journey for all stakeholders.
Manage, organize, and direct omnichannel inquiries from internal and external customers utilizing internal protocols and routing procedures while maintaining acceptable, defined SLAs.
Leverage ticketing system to property ensure inquires are being assigned out to specific teams from internal and external customers
Respond to incoming inquiries regarding order status and escalate to supervisor if necessary.
Identify high-priority requests and triage accordingly.
Organize and manage data import/export processes and templates from various sources.
Assist other support roles with data-intensive tasks.
Monitor and audit internal RPA processes and alert management of any exceptions.
Communicate and escalate order timeline exceptions to proper internal stakeholders.
Work with external vendors to inquire about order updates in a timely manner.
Communicate with AppDirect Advisors via omnichannel means (phone, email, IM, etc.)
Update internal systems with the current status utilizing direct entry or upload processes.

What we are looking for

Related work experience with operations tasks preferred, Bachelor’s degree a plus
Prior Telecommunications experience
Superb customer support, organizational, and problem solving skills required
Top-level data integrity and analytical skills
Extensive experience and comfort with Excel or Google Sheets
Familiarity with CRM systems such as Salesforce, Oracle, and Zoho
Excellent oral and written communications skills in English (other languages an asset).

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

Order Coordinator