Enterprise Support Specialist

Job Description

Join the team redefining how the world experiences design.

Hello, hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte!

Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.

Where and how you can work

Our flagship office is in Sydney, Australia, but we've made our way from down under, to a campus in Austin, Texas which is now home to our US operations.

What you’d be doing in this role

As Canva scales change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.

At the moment, this role is focused on:

• Provide dedicated support to Enterprise Admins, effectively managing and resolving support tickets while expertly handling all admin tasks.
• Schedule and conduct phone or Zoom calls to efficiently address and resolve support issues, ensuring a high level of customer satisfaction.
• Collaborate with the Sales and Success teams, providing them with direct support as needed.
• Develop and maintain an expert understanding of company-specific tools and functions such as Single Sign-on and SCIM, Brand Kit, Content Management, Learning Tools Interoperability, Apps and integrations, Offline Billing, and User Management.
• Handle various tasks during downtime, demonstrating a high level of adaptability and initiative.
• Provide services during local business hours or most beneficial to strategic customers, ensuring availability when customers need support.
• Regularly communicate with the region's co-located Sales and Success teams to maximize efficiency and synergy, resulting in an improved and seamless customer service experience.

You're probably a match if

You're a skilled enterprise admin support specialist who can handle complex problems and create a positive impact. You'll need specialized technical knowledge, a proactive approach, and the ability to empathize and understand customers' needs. You'll also need a keen eye for detail and the willingness to learn about intricate processes like Single Sign-On, Content Management, and Offline Billing.

But we're looking for more than technical skills. We want someone with a real team spirit and the ability to collaborate effectively with Sales & Success teams. Flexibility is also crucial as we need someone to adapt to ensure customers receive premium support. Lastly, persistence and positivity in the face of challenges are essential traits for success in our team.

• Got those top-notch communication skills? You'll fit right in as we prioritize clear and empathetic communication with our customers and amongst our team.
• A knack for tech is a must-have. Working with services like Single Sign-On and SCIM will be integral to what we do.
• Are you an expert puzzle solver? Great! We often encounter complex customer problems that require creative and efficient solutions.
• Our environment is fast-paced. If you're someone ready to adapt on the fly when changes or new demands pop up, you're just what we're looking for.
• We are all about the customer. If you've got a mindset focused on understanding and exceeding customer expectations, you'll be a perfect addition to our team.
• We're not just colleagues; we're a team. We'd love to welcome you aboard if you're ready to contribute to a healthy team dynamic.
• Ready to take the initiative? We can't wait to see your inner self-starter shine through as you complete tasks with minimal supervision.
• You'll thrive here if you are an ace at wearing multiple hats and prioritizing on the go. Our environment often requires the efficient management of various tasks at once.
• Eager to learn and grow? Perfect! We believe that continuous learning accelerates individual development and fuels our collective success. Be ready to upgrade your skills and stay updated with the latest in our products and services — we'll support you all the way!

About the team

This role is for a dedicated, in-region customer support team specifically tailored for Enterprise Admins. The Enterprise Admin Specialists are case managers who strongly focus on owning and resolving support tickets. They are available for scheduled phone or Zoom calls to address customer issues expediently.

As part of these regional teams, our specialists will be co-located and seamlessly integrated with the Sales and Success teams. This will facilitate better coordination and faster resolution of customer concerns. The selected individuals will possess expert knowledge in all Enterprise account and brand administration tasks an