Remote contact centre associate handling customer communications and issue resolution. Supporting MCI’s business process outsourcing and customer experience services from Saskatchewan.
About the role
- Agency Enablement Associate supporting agency partners using Alia, Dotdigital’s Shopify e-commerce engagement platform. Troubleshooting issues, enabling onboarding, and improving partner processes.
Responsibilities
- Monitor and respond to agency partner questions and issues via Slack throughout EST business hours
- Support the onboarding and activation of new agency partners
- Troubleshoot partner issues and coordinate with internal teams for timely resolution
- Track partner enquiries, issues and activation progress
- Build strong relationships with agency partners
- Identify recurring questions, challenges and friction points to improve documentation, onboarding and product development
- Support the wider partnerships team with ad hoc projects
Requirements
- Excellent written communication skills, with the ability to build trust and relationships through digital channels
- Confidence working in a fast-paced environment where priorities can shift throughout the day
- Strong organisational skills and the ability to manage multiple conversations and priorities simultaneously
- A proactive and curious mindset, with a focus on solving root causes rather than simply addressing symptoms
- Interest in ecommerce, Shopify or agency partnerships is beneficial but not essential
- Availability to work and respond during EST business hours
Benefits
- Opportunities for growth and development as the agency partner programme expands
- Product training provided
- Work closely with Alia's founding team and partnerships leadership
- Take ownership from day one in a role that has a direct impact on partner success
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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