eCommerce Solutions Consultant

Description:


Responsible for supporting a select group of digital applications and eCommerce storefronts from a technical perspective. The candidate will complete user onboarding steps, manage customer accounts, while looking to enhance processes and procedures. Work with internal and external customers to ensure business needs are met and customer satisfaction is reached through various core competencies and skills. Lead the demonstration of solutions and training for users on digital technology, provide support in updating training documents, and serve as a backup for other team members.

Detailed description:

• Responsible for supporting a selected group of digital applications including ERP software for eCommerce business through user onboarding and account management.
• Conduce demonstrations of solutions and training for users on our internally grown digital technology, provide collateral and updated training documents and serves as an escalation point to troubleshoot non-common issues and user onboarding.
• Tracks open issues to ensure quick response and action from support teams.
• Identify customer needs and help customers use specific features.
• Learn and use internal support applications to help facilitate ticket triage and customer inquiries.
• Update/Create internal databases with information about technical issues and useful discussions with customers.
• Assists with identifying potential process bottlenecks and works with the management team to resolve issues.
• Follow up with customers to ensure their technical issues are resolved.
• Responding to customer queries promptly and accurately via phone, email or chat.
• Performs incidental project management, including planning, research, analysis and implementation of deliverables and action items.
• Demonstrated competencies in team building, decisiveness, assertiveness while maintaining diplomacy, an analytical problem solver.
• Maintain a positive attitude and calmly respond to customers' complaints.

Requirements and skills:

• Experience as a Help Desk/ Customer Care Specialist or similar Customer Support role.
• Familiarity with the eCommerce industry is a plus.
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Detailed oriented
• Self-starter
• Ability to quickly diagnose and resolve technical issues
• Exceptional teamwork and leadership skills to help other technical support workers
• Ability to learn new technologies and implement them
• Personable and attentive with strong interpersonal skills
• Knowledge of support applications such as JIRA, Confluence, ServiceNow, Power BI, Access Database
• Responding to customer queries promptly and accurately via phone, email or chat.
• Performs incidental project management, including planning, research, analysis and implementation of deliverables and action items.
• Acts as project sub-task lead on small projects.
• Manage daily tasks

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