Job Details
Skills And Tools:
Job Description
·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.
Job Requirements
· 1 - 3 years of experience in applications support with deep understanding of the support processes.
· 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.
