Customer Support / eCommerce Solutions Consultant
Job Title: Customer sopport/eCommerce Solutions Consultant
Location: Glenview, IL (Remote)
Duration: 12 months contract
JOB DESCRIPTION
- Responsible for supporting a select group of digital applications and eCommerce storefronts from a technical perspective.
- The candidate will complete user onboarding steps, manage customer accounts, while looking to enhance processes and procedures.
- Work with internal and external customers to ensure business needs are met and customer satisfaction is reached through various core competencies and skills.
- Lead the demonstration of solutions and training for users on digital technology, provide support in updating training documents, and serve as a backup for other team members.
DETAILED DESCRIPTION:
- Responsible for supporting a selected group of digital applications including ERP software for eCommerce business through user onboarding and account management.
- Conduce demonstrations of solutions and training for users on our internally grown digital technology, provide collateral and updated training documents and serves as an escalation point to troubleshoot non-common issues and user onboarding.
- Tracks open issues to ensure quick response and action from support teams.
- Identify customer needs and help customers use specific features.
- Learn and use internal support applications to help facilitate ticket triage and customer inquiries.
- Update/Create internal databases with information about technical issues and useful discussions with customers.
- Assists with identifying potential process bottlenecks and works with the management team to resolve issues.
- Follow up with customers to ensure their technical issues are resolved.
- Responding to customer queries promptly and accurately via phone, email or chat.
- Performs incidental project management, including planning, research, analysis and implementation of deliverables and action items.
- Demonstrated competencies in team building, decisiveness, assertiveness while maintaining diplomacy, an analytical problem solver.
- Maintain a positive attitude and calmly respond to customers' complaints.
REQUIREMENTS AND SKILLS:
- Experience as a Help Desk/ Customer Care Specialist or similar Customer Support role.
- Familiarity with the eCommerce industry is a plus.
- Experience using help desk software and remote support tools
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Detailed oriented
- Self-starter
- Ability to quickly diagnose and resolve technical issues
- Exceptional teamwork and leadership skills to help other technical support workers
- Ability to learn new technologies and implement them
- Personable and attentive with strong interpersonal skills
- Knowledge of support applications such as JIRA, Confluence, ServiceNow, Power BI, Access Database
- Responding to customer queries promptly and accurately via phone, email or chat.
- Performs incidental project management, including planning, research, analysis and implementation of deliverables and action items.
- Acts as project sub-task lead on small projects.
- Manage daily tasks And above link for more jobs. #remotejobs #customersupport #jobseeker