Job Description

Schema App is a fast-paced, profitable SaaS company headquartered in Guelph, Ontario, and proud of our Canada-wide team. We are a smart, collaborative team on a mission to own the Enterprise Content Knowledge Graph market globally. Schema App is proud to call SAP, Gusto, and Henry Ford Health our customers. We are the leaders in a niche area of search engine optimization (SEO), called schema markup. Our comprehensive end-to-end solution empowers Digital Marketing Teams to achieve organic search results. Our technology is essential with the evolution of AI Search (ChatGPT, Gemini). The knowledge graphs we build can be re-used by Content teams to get insights on their content.



Visit Schema App at www.schemaapp.com or on LinkedIn.



We are looking for a Customer Support Associate to join our team. Schema App's solution is a combination of our scalable technology platform and High Touch Support. The Customer Support Associate will be responsible for supporting our Customer Success Managers by taking on the daily tasks of maintenance and monitoring, authoring and customer action items.

Purpose of the Role

Delight our customers by executing timely and accurate support, with a focus on queue management, customer monitoring, documentation and action items, and template management to deliver an exceptional service experience.

Role Accountabilities

Customer Maintenance and Deployment Monitoring:

Own the process to monitor, execute, analyze and report on Maintenance and Monitoring in a timely and accurate manner at the cadence outlined in the customer contracts.

Support Ticket Queue:

Manage and resolve support tickets in the queue and loop in relevant departments to ensure accurate and timely resolution.

Customer Support:

Partner with Customer Success Managers (CSMs) for Business Review Prep, Customer action items (examples are rich result opportunities, specific reporting, market news consolidation, etc), and note taking and documentation. Partner with CSMs for expansion paperwork drafting, follow-ups and resolution.

Product Feedback:

Identifying and providing feedback, or ask the questions to product to figure out how things are working, document it clearly, or make the product better. Open Githubs and document problems and opportunities within the tools.

Authoring and Template Management:

Partner with CSMs for authoring schema markup in Highlighter. Including authoring, documentation, QA and yearly template maintenance.

Scoping and Integration Testing:

Collaborate with the Implementation Manager to develop and deliver comprehensive customer scope documentation in support of Sales and Customer Success Managers. Assist in conducting, validating, and documenting integration testing to ensure technical readiness for prospective customers.

Key Competencies

Lifelong Learner

Strong and active interest in personal learning and personal/professional growth - which serves as a measure for the pursuit of growth in self-awareness, wisdom, knowledge, and insight.

Project Management:

Strength in working collaboratively with internal stakeholders to identify, create, and manage project plans for the contract while demonstrating fierce prioritization and ensure deliverables are provided on timelines agreed to.

Organization and Time Management:

Ability to prioritize tasks and manage tasks for multiple customer accounts. Capability to meet deadlines and maintain accurate records. Ability to manage support ticket queues efficiently.

Communication Skills:

Excellent written and verbal communication skills for internal and customer interactions and documentation. Capability to effectively manage expectations and resolve issues. Strong note taking and documentation abilities.

Analytical Skills:

Ability to interpret data and identify trends related to customer and industry trends. Capability to analyze customer needs and provide relevant solutions. Ability to QA documents and templates.

Technical Proficiency:

Ability to learn Schema Markup and how to monitor and analyze deployment and maintenance data. Proficiency in using CRM and support ticketing systems. Capability to understand and explain technical concepts to internal and external stakeholders.

Metrics

Support Ticket First Response SLA Support Ticket Resolution SLA On time Maintenance and Monitoring Report Delivery Business Review Customer Satisfaction Score

Core Values

Growth Mindset: We are adaptable, nimble, and resilient. We are always learning. Resourceful: We are resourceful, take action on opportunities, and don't give up. One Team: We are collaborative; we win and learn together. We are Humble: We know what we are good at as people and as a company. We share what we know, admit what we don't, and seek clarity through curious questions.

Life @ Schema App

Culture focused on your growth: Weekly 1:1, Career Development Goals Great benefits for health & wellness, and your coverage starts as soon as you do. Flex days to re-energize on top of vacation days and take your birthday off! You choose where you work - home or headquarters in Guelph. Sales team does come in 1-2 times per week. The Culture Club keeps our virtual team connected through fun and innovative events. Diverse smart team! The more inclusive we are, the better our work will be.




Schema App's purpose is to build meaningful connections, with each other, our customers, and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.