EnterpriseCustomerSupportSpecialist

Manage and prioritise Enterprise support tickets across account administration, feature functionality, and platform configuration, ensuring timely resolution in line with service standards., Troubleshoot and resolve standard support issues by analysing root causes and applying established workflows, escalating when needed., Support Admins through scheduled calls to guide issue resolution, key workflows, and best practices, with clear and timely follow-up., Partner with Sales and CSM teams to provide technical and back-office support during onboarding and escalations, ensuring alignment on customer needs., Apply working knowledge of Canva enterprise features (e. g. SSO/SCIM, Brand Kit, User Management) to resolve cases, and contribute to team knowledge through documentation updates and sharing ticket trends., Contribute to our Strategic Pod Support program., Problem-solving mindset, Customer-first mindset, Troubleshoot a range of technical and account-related issues, Use sound judgement to analyse problems, apply appropriate solutions, and escalate when needed., Build and apply working knowledge of systems like SSO, SCIM, and content management to resolve cases with increasing independence., Manage and prioritize your work effectively, maintaining quality while balancing multiple tasks and competing demands., Take a proactive, customer-focused approach, seeking to fully understand needs and drive issues through to resolution., Collaborate effectively with cross-functional partners, contributing to shared outcomes during onboarding, escalations, and ongoing support., Demonstrate ownership and accountability for your work, following through on commitments and maintaining clear communication throughout the support process., Detail-oriented and organised, ensuring accuracy and consistency across case handling and follow-up., Committed to continuous improvement, actively building your product knowledge and contributing to team learning and process improvements.