Global Support Specialist

Your Journey at Crowe Starts Here:

At Crowe, you have the opportunity to deliver innovative solutions to today’s complex business issues. Crowe’s accounting, consulting, and technology personnel are widely recognized for their in-depth expertise and understanding of sophisticated process frameworks and enabling technologies, along with their commitment to delivering measurable results that help clients build business value. Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a “Best Place to Work.” We are 75 years strong and still growing. Come grow with us!

Job Description:

The Global Digital Success Specialist will be responsible for helping to coordinate and deliver crowe.com support to Crowe Global as well as member firms around the world. This will include onboarding and providing training to content authors worldwide; answering questions and solving problems in a virtual environment; and partnering with the core project team to tackle issues or address the need for new/updated functionality on the website.

This role will be expected to help maintain and monitor the support tool that is in use (Zendesk), play an active role in QA testing the site, and help maintain the top-level Crowe Global site.

The Global Digital Success Specialist will be a key point of contact between the core team based in the United States and the global member firms and will play a critical role to drive customer satisfaction and adoption of the CMS.

Responsibilities:

• You will onboard member firms, train them and support them as they develop new or existing website on a CMS (Sitecore). You will support content authors around the world to answer their questions, provide design and technical recommendations, with the goal to help increase adoption and satisfaction with the platform.

• You will provide training to member firms in various settings (Zoom calls, webinars, written, recorded) and help maintain a robust training website (write training articles, record step-by-step video tutorials).

• You will identify and surface any issues or requests from content authors and work with the core project team (product owner, development team, UI/UX) to plan and prioritize any updates needed to the website.

• You will develop a network training and knowledge schedule based on the needs of network member firms, monitor network engagement. and provide quarterly reports.

• As a member of the digital team, you will also:

• • take part in the development sprint process by actively performing testing for any new/updated functionality;
• • provide support to measure website performance;
• • be involved in different web projects for the Global Site.

• You will work actively in the CMS (Sitecore) to troubleshoot issues, help build content on various websites, and to maintain the Crowe Global website.

Minimum qualifications:

The ideal candidate must have the following:

• 3 or 4+ years’ experience in web projects and/or technical support

• Bachelor’s degree

Required:

• Understanding of website design and development.

• Excellent communication and interpersonal skills with the ability to explain technical issues in simple and clear ways.

• Ability to effectively communicate at all levels of the organization including international offices in written and verbal form.

• Develop a network training and knowledge schedule based on the needs of network member firms.

• Motivated self-starter that keeps up with new digital trends and tools.

• An enthusiastic and proactive attitude, as well as comfort with working in a corporate environment.

• Demonstrates ability to change the thinking of, or gain acceptance from others, without damaging the relationship. Ability to work in a complex and collaborative team environment.

• Experience troubleshooting difficult problems in a collaborative and professional manner

• Thrives in a cross-cultural environment; ability to relate, work effectively and adapt to different cultural business expectations

• Bilingual/multilingual: English + other languages (Spanish, French preferred)

• Preferred:

• Experience providing support on technical projects

• Experience with enterprise CMS systems (Sitecore preferred)

• Experience working with ITSM tools (Zendesk preferred)

• Experience in delivering technical training/instructions

• Experience managing web projects

• Experience with QA testing of websites, and with development management tools (Azure DevOps or Jira)

• Other (SEO understanding/knowledge, website performance, UI/UX, HTML)

Our Benefits:

At Crowe, we know that great people are what makes a great firm. We value our people and offer employees a comprehensive benefits package. Learn more about what working at Crowe can mean for you!

How You Can Grow:

We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can prosper!

More about Crowe:

Crowe (www.crowe.com) is one of the largest public accounting, consulting and technology firms in the United States. Crowe uses its deep industry expertise to provide audit services to public and private entities while also helping clients reach their goals with tax, advisory, risk and performance services. Crowe is recognized by many organizations as one of the country's best places to work. Crowe serves clients worldwide as an independent member of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory services firms in more than 130 countries around the world.

Crowe LLP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Crowe LLP does not accept unsolicited candidates, referrals or resumes from any staffing agency, recruiting service, sourcing entity or any other third-party paid service at any time. Any referrals, resumes or candidates submitted to Crowe, or any employee or owner of Crowe without a pre-existing agreement signed by both parties covering the submission will be considered the property of Crowe, and free of charge.