Back Office

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.