Support Analyst (E-Commerce) Catherine Bell

Job description

The Support Analyst offers support of E-commerce services to all users. He or she is responsible for the tracking of incidents and the follow-up of user requests. He or she also monitors the e-commerce services and take necessary actions to resolve issues.

Mission

·  The main responsibilities and routine tasks of the E-commerce Support Analyst are to:
·  Provide first and second level support for all E-commerce Services, including in priority the frontend and/or backend applications;
·  Identify, research, troubleshoot and resolve basic functional and technical issues;
·  Respond to customer requests via telephone calls, emails and ticket system requests;
·  Offer a high level of customer service for users with various degrees of functional and technical proficiency;
·  Document, dispatch and escalate requests to upper level support;
·  Follow up with customers to ensure satisfaction;
·  Monitor targets to ensure that problems are resolved within the SLA guidelines;
·  Send global communications to customers for problems affecting e-commerce services;
·  Carry out all other related tasks.

Training

·  College diploma in information technology, or equivalent experience
·  ITIL certification

Relevant experience

·  Internship in IT or experience as a Support Analyst
·  E-commerce experience

Skills

·  Excellent customer service skills
·  Excellent communication and writing skills
·  Good interpersonal skills
·  Proactive and autonomous
·  Ability to make complex information accessible
·  Ability to work under stress

Knowledge 

·  Excellent command of English, and ideally French
·  Experience with JIRA, Confluence, Service Now and Salesforce (an asset)
Additional Information

·  Willing to travel quarterly to headquarters in Paris
·  Willing to participate in weeknight/weekend on call support (overtime)

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, ethnicity, religion, gender, sexual orientation, age or disability status.