Job Description:
Position Name (Title) : Ecommerce Support & Monitoring Senior Specialist
Division : Operations
Reporting to : Digital Support Manager
Department : Omnichannel
No. of Direct Subordinates : 0
Grade : SIS - SSP.6
Position Reporting Lines
Main Job Purpose
Responsible for providing technical support and assistance to ensure the smooth operation and functionality of ecommerce systems. Responsible for troubleshooting and resolving issues, implementing system enhancements, and providing guidance to both internal teams and guests. Ensure the seamless functioning of ecommerce systems by addressing technical challenges and providing timely support. Diagnosing and resolving issues related to the ecommerce platform, payment gateways, and third-party integrations. Collaborate with cross-functional teams to implement system enhancements, troubleshoot performance bottlenecks, and optimize the user experience.Interact with guests and provide technical guidance, resolving their inquiries and concerns effectively.
Accountabilities
Ecommerce Support:
- Provide technical assistance and support to end-users, internal teams, and guests regarding ecommerce systems, platforms, and functionalities.
- Troubleshoot and resolve technical issues, such as system errors, bugs, and performance bottlenecks, to ensure the smooth operation of ecommerce systems and minimize downtime.
- Handle and prioritize incoming support requests and incidents, ensuring timely resolution and effective communication with stakeholders regarding issue status and updates.
- Perform routine maintenance tasks, including system updates, patches, and configuration changes, to maintain the integrity and security of the ecommerce infrastructure.
- Create and maintain technical documentation, knowledge base articles, and troubleshooting guides to facilitate efficient issue resolution and enhance team productivity.
- Collaborate with developers, QA engineers, project managers, and other stakeholders to address complex technical issues, implement system enhancements, and ensure platform stability.
- Monitor system performance, analyze metrics, and proactively identify opportunities for optimization, scalability, and improved user experience.
- Actively participate in incident management process, ensure incidents are documented and root cause analyses provided
- Prepare executive reports for applications support.
- Stay updated with emerging technologies, industry trends, and ecommerce best practices to suggest and implement improvements in support processes and system functionality.
Employee duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.
Position Relationship with Other Parties
Internal Relationships
- IT
- Operations Excellence
External Relationships
- Development agencies
- Application maintenance agencies
- Payment Service Providers (PSP)
- Hosting providers
- Others
Work Environment
- Indoors : 100%
- Outdoors : 0%
- Working Days : 5 Working Days
- Days off : 2 Days Off
- Working Hours : 8:00 AM 6:00 PM (1 hour break)
Position Dimensions
Level of Authority: Execute Assigned Duties
Financial Control: No Budget Control
Annual Amount: No Budget Control
Hiring Authority & Promotion
Coach New Employees
Does Not Supervise Employees
Does not Participate in the Promotion Cycle
Conduct Technical Interview
Competencies
Lead with Purpose
I lead with purpose when I'm brave to challenge the status quo and turn ideas into actions that matter to my GUESTS
Collaborate for Success
I collaborate for success when I reach out and partner with others for the benefit of my GUESTS
Deliver with Credibility
I deliver with credibility when I am trusted by my GUESTS to fulfill OUR purpose
Treat with Care
I treat with care when I partner with my GUESTS to understand their needs and strive to create a memorable experience for them
Pursue with Excellence
I pursue with excellence when I display mastery and discipline to deliver the best-in-class outcomes that make a difference to my GUESTS
Job Requirements
- Bachelors degree in computer science, Information Systems or related field
Education
- 1 - 3 years of experience in applications support with deep understanding of the support processes. (Keys from 2 to 5) Go lang or Java.
- Familiar with ecommerce systems, platforms, and technologies such as CMS platforms (e.g., Magento), order management systems, payment gateways, and APIs.
- Ability to analyze and resolve technical issues efficiently, utilizing effective troubleshooting techniques and problem-solving skills.
- Experience in performing routine system maintenance tasks, including updates, patches, and configuration changes, to ensure optimal performance and security.
- Excellent communication skills to effectively interact with end-users, internal teams, and guests, providing clear and concise technical explanations and solutions.
- Familiarity with incident management processes, including incident prioritization, tracking, and timely resolution, to ensure effective handling of support requests.
- Experience in monitoring system performance, analyzing metrics, and proactively identifying areas for optimization and improvement.
- Familiar with monitoring tools (e.g. Newrelic) and building dashboards, setting KPIs for proactive monitoring.
Experience
- Experience with eCommerce platforms.