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 are skilled in order management and apply project management methodologies to ensure a good advisor experience as well as advocate on behalf of the advisor/customer to the provider through various mediums (email/phone/etc.). You will monitor, drive, and escalate orders based on a defined timeline and ensure information is accurately communicated/translated, in all directions, to maintain momentum through install/implementation. You will have a very visible role to external customers and ensure the experience with the ordering/installation/implementation process is of the highest quality.

*It’s not a leading position. It’s a backoffice/support role.

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

• Nurture an outstanding support journey for all stakeholders.
• Utilize provider systems to obtain updates and information related to assigned orders.
• Maintain a good flow of communication by following protocols and escalation paths.
• Organize order information into documentation and ensure that documentation is updated in a reasonable cadence.
• Create and enforce scoping docs as needed/requested.
• Attend calls and/or meetings alongside or on behalf of the external customer to ensure stakeholder interests are maintained.
• Escalate exceptions from the “general order pool” and manage through to resolution.
• Assist in partner-requested escalations for installation/implementation issues.
• Work with external vendors to inquire about order updates in a timely manner.
• Communicate with AppDirect Advisors via omnichannel means (phone, email, IM, etc.)
• Manage escalated trouble tickets on behalf of advisors/customers and facilitate resolution.

What we’re looking for

• 2-3 years of pre-sales/post-sales/backoffice telecom experience.
• Comprobable knowledge in internet, voice, cable, telephone services for business.
• Bachelor’s degree a plus
• Project Management/Order Management Experience a plus
• 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).

About AppDirect:

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.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice:

https://www.appdirect.com/about/privacy-notice