eCommerce Support Analyst

Our client is looking for an eCommerce Support Analyst to join their team. The primary purpose of the role is to enhance the eCommerce operational support of the production environments, implementations, and ensuring continuous improvement of preventative and proactive measures to enable system stability.

Responsibilities

• Technical Support,
• Provide 1st and 2nd line support functions for the eCommerce environment.
• Ensure all production platforms are reviewed periodically to ensure optimum performance.
• Provide onboarding assistance, including the gathering of information, Configuration, deployment, and Installation where required.
• Documenting system defects and trends, reporting on production issues as they arise.
• Perform Software Quality duties, including assisting with bug verification, manual functional test execution, etc.
• Assist customers by keeping up to date with product developments.
• Setting up new users accounts and profiles and dealing with password queries for our platforms.
• Regular and accurate communication within agreed time limits to tickets logged, SLA and Communications policy.
• Prioritizing and managing many open cases at one time.
• Pro-active system monitoring to ensure optimum performance, ensure quick response to issues and detect any irregularities.
• Work independently to troubleshoot all support requests and follow escalation Policies.
• Provide training and mentoring for internal support team members, including escalated support requests.
• Support tactical and strategic goals of the operations team.
• Customer Service
• Establish and maintain a positive professional relationship with customers.
• Prepare and conduct customer training as requested.
• Adherence to SLA to ensure consistent and predictable service delivery.
• Self-Management
• Set an example through personal quality and productivity standards and ways of working with others.
• Demonstrate consistent application of internal procedures. Plan and prioritize.
• Demonstrate abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility, in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs.
• Work Collaboratively
• Build a culture of respect and understanding across the organization.
• Recognize outcomes which resulted from effective collaboration between teams.
• Build co-operation and overcome barriers to information sharing, communication, and collaboration across the organization.
• Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions.

Key Skills

• Customer Focus
• Building strong customer relationships and delivering customer-centric solutions
• Instil Trust
• Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Cultivate Innovation
• Creating new and better ways for the organization to be successful.
• Collaborate
• Building partnerships and working collaboratively with others to meet shared objectives.
• Situational Adaptability
• Adapting approach and demeanour in real time to match the shifting demands of different situations.
• Business Insight
• Applies knowledge of business and the marketplace to advance the organization's goals. E.g. shows considerable business insight, beyond the fundamentals. Ask probing questions and draw on a variety of sources to gain insight and to explore business drivers or industry trends.
• Manage Complexity
• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. E.g. quickly determine the most critical data and focus analysis there; recognize even subtle symptoms that indicate problems; probe deeply for root causes; use systematic problem-solving methods, well.
• Plan and Align
• Plan and prioritize work to meet commitments aligned with organizational goals. E.g. adopt a sequence of activities that allows for optimal efficiency and effective coordination with others. Make skilful use of resources and support to deliver efficient, high-quality work.
• Balance Stakeholders
• Anticipate and balance the needs of multiple stakeholders. E.g. draw upon insights from varied sources to gain a rich understanding of how to meet the needs of multiple internal and external stakeholders. Probe deeply in order to gain a rich, detailed grasp of the priorities of different stakeholders. Take initiative to respond to stakeholder problems.
• Drive Results
• Consistently achieve results, even under tough circumstances. E.g. devote considerable effort to surpassing goals and achieving the best possible results; go above and beyond to achieve excellence. Drive ahead with great focus when faced with obstacles and setbacks. Maintain productivity and a positive attitude. Adapt approach and demeanour in real time to match the shifting demands of different situations.
• Ensure Accountability
• Hold self and others accountable to meet commitments. Hold self to high standards and consistently honour policies, procedures, and work requirements. Scrupulously ensure all work is accurate. Demonstrate abilities to anticipate and manage change. Demonstrate flexibility, in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs.
• Financial Acumen
• Interpret and apply key financial indicators to make better business decisions. E.g. swiftly assemble and fluently interpret the financial data and metrics relevant to the role. Draw rich insights from financial and quantitative data.
• Have a basic understanding of HTML/JSON using tools such as Postman, SOAPUI
• Payments Industry experience is crucial.

Qualifications

• Matric
• Degree in Information Systems / Computer Science or relevant work experience
• Any relevant IT Certification.
• Candidate must have at least 2-5 years practical working experience in eCommerce.