The Back Office manages the applications within the e-commerce ecosystem. By assisting merchants and support analysts, they are responsible for the tracking of incidents and the follow-up of stakeholder requests.  They also assist in monitoring the health of the applications, while taking all the necessary actions to resolve issues in a timely manner and with a sense of urgency.

Responsibilities

• Assist with providing first and second level support for e-commerce applications;

• Identify, research, troubleshoot, and resolve technical issues by partnering with their support analyst lead to collaborate with development and cross functional product teams;

• Respond to stakeholder requests by utilizing various communication channels (ticketing system, phone, email, chat, etc.);

• Offer a high level of customer service to  stakeholders  with various degrees of technical proficiency and detailed communication;

• Document, dispatch and escalate requests when necessary;

• Follow up with stakeholders  to ensure satisfaction;

• Work directly with 3rd party support teams to troubleshoot technical bugs and other processes. 

Requirements

• University courses in information technology/computer science or equivalent experience;

• E-commerce experience (an asset);

• IT Project experience is an asset (if done as part of the school curriculum);

• Experience working on software is an asset (if done as part of the school curriculum/projects);

• Basic understanding of code (HTML, PHP, Javascript) is an asset.

• Excellent customer service skills;

• Excellent communication and writing skills;

• Good interpersonal skills;

• Proactive and autonomous;

• Ability to make complex information accessible;

• Curiosity to learn;

• Good working knowledge of Microsoft Office suite (particularly excel);

• Bilingualism (Spanish/English) is required both orally and in writing.

Perks:

• Excellent compensation.
• 100% remote work.
• Monday to Friday work schedule.
• Indefinite Term contract