eCommerce Technical Support Specialist

Job Description

Job Description

Our Values of honesty, respect, responsibility, discipline, collaboration, open-mindedness, and resourcefulness are deeply intertwined with our culture, fostering an environment where integrity and mutual support thrive, and innovative solutions are encouraged. 

Position Overview:

Reporting to the Director of eCommerce, the eTechnology Support Specialist will be a key member of the eCommerce and Marketing team. In this role, you will act as key platform support for American Outdoor Brand’s Direct-to-Consumer platforms. You will be expected to perform as a platform expert that is capable of stepping in to address any and all business needs or updates, applying technical knowhow and marketing technology to the provided requirements to create, maintain, and improve processes. You will zealously advocate the feature sets of our platforms to business users by providing best-practice use cases and best-in-class functionality, pushing the platform to its very limits. This position requires you to hit the ground running and the ability to work from past experience is critical.

Essential Duties and Responsibilities :

• Offer technical support for our world class Direct-to-Consumer platform
• Act as a Direct-to-Consumer platform subject matter expert, support end users, and interpret business requirements
• Assist in project activities in support of the eCommerce Director to aid in technical implementation of our Direct-to-Consumer platform solutions
• Analyzing and determining risk and implementing remediation plans to address that risk and escalating to appropriate stakeholders when necessary
• Manage and foster strong relationships with internal stakeholders, business users, and external partners
• Act as a liaison between eCommerce, Service Providers, and IT stakeholders
• In collaboration with the eCommerce managers, architect and support continual process improvements to reduce costs, increase revenue and optimize cycle times including working with automation in the following areas:
  1. Marketing Technology
  2. Site Operations
  3. Customer Journey
  4. CRM
  5. Reporting
• Define customized and purpose-driven automation strategies that support eCommerce, Marketing, and Customer Service needs
• Monitor uptime and functionality
• Troubleshoot production issues and resolve complex issues across multiple systems
• Manage integration services of 3rd party software
• Maintain the CRM and associated integrations
• Manage support cases with internal and external stakeholders
• Experience with security and compliance concepts and remediating issues for PCI DSS, SOX, etc.
• Facilitate penetration testing and related security operations
• Work safely, and report any safety hazards immediately
• Maintain good housekeeping in personal area and all commons areas
• Perform other duties as assigned

NOTE:  This list presents only the principal duties of the position and is not intended to be comprehensive. The duties and responsibilities listed above may be changed or supplemented at any time in accordance with business needs and conditions.

Education and Experience:

• 2-4 years of experience implementing and/or maintaining complex eCommerce systems
• BA in Computer Science, a related field, OR equivalent experience
• Demonstrated experience with eCommerce and digital marketing solutions
• Demonstrated experience with SaaS technologies, such as Salesforce

Competencies and Skills: 

• Advanced quantitative skills, including expert level skills in Excel, data validation, and reporting analysis. Must possess the ability to work with large sets of data, extract relevant insights, and build a compelling narrative around those insights for a non-technical audience
• Solid grasp of HTML, CSS, and Javascript
• Advanced understanding and use of Google Webmaster Tools, Google Search Console, Google Analytics
• Self-motivated, good organizational skills, detail-oriented, ability to prioritize, multi-task and meet deadlines
• Experience with Microsoft Suite

Physical Demands: 

• Regular and predictable attendance is required
• Ability to sit for prolonged periods of time in front of a computer
• Ability to move about facility periodically
• Ability to lift up to 20 lbs.
• Visual and hearing acuity
• 10% travel

  NOTE:  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment and Personal Protective Equipment:

General office environment, with some exposure to plant environment, with forklift and other general hazards.

Exposure to the outdoors, unstable ground, and some climbing. 

American Outdoor Brands (and its affiliates) is an equal opportunity employer and considers for employment and hires qualified candidates without regard to race, religion, color, sex, sexual orientation, pregnancy, gender identity, age, national origin, ancestry, veteran status, military service, application for military service, physical or mental disability, genetic information or any other status protected by applicable state or local law. Candidates must possess proper authorization to work in the United States and, where applicable, to possess technical data as defined in the International Traffic In Arms Regulations (ITAR) 22 CFR 120.     10.