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:
