E-Commerce L1 Platform Support

3 tygodni temu

centrum Wrocław, Polska Team Connect Pełny etat

PURPOSE OF THE JOB:

Strategically our client has highly aspirational sales plans for our direct-to-customer business and we are currently developing this model for the existing predominantly B2B business. Our vision is to ensure that our client is the Beacon within the online market offering our customers a premium proposition, online and service experience that reflects our brand and products.

The L1 - Support Engineer is responsible for providing high-quality technical support for our client's sell-out e-commerce platform to internal customers, developers and prospects across the Subsidiaries and third-party service providers - through an incident tracking system. The fundamental goal of this position is to help our internal customers achieve success using our e-commerce platform. The job involves handling and resolving complex technical and functional queries from customers across Europe.

This is a new team that is part of the e-commerce. The team will benefit from interaction with multiple organizations to ensure the successful and flawless operation of the e-commerce platform. Members of the team will work closely with the L2 Developers, AEM, DevOps, SAP, third-party partners and Enhancement teams to provide technical support for issues related to the platform.

· Deliver premium and proactive issue management including maintaining e-commerce/web platforms;

· Developing workarounds, troubleshooting production support issues and resolving them in a timely manner;

· Analysing user experience problems and helping build solutions that meet business goals.

KEY ACCOUNTABILITIES:

· Help efficiently resolve technical queries for internal customers;

· Gather the required information necessary to best handle customer technical issues;

· Manage customer expectations regarding estimated response times for issue resolution;

· Resolving the issues through Jira, while utilizing alternative communication channels when necessary.

· Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.

· Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate;

· Meet SLAs response and resolution times by partnering with L2 and L3 Support organizations;

· Author knowledge base articles outlining common issues resolution;

· Partner with various organisations for strategic projects when needed;

SKILLS NEEDED:

· Hybris experience and knowledge will be a significant advantage.

· Excellent ability to learn and articulate software-related and technical concepts;

· Strong attention to detail when communicating with customers (verbal & written);

· Ability to efficiently interact with multiple organizations;

· Good debugging skills;

· 2-4 years of relevant experience in L1 technical customer support (ticketing system, voice and email), with a strong customer interaction experience within e-commerce platform, Hybris/SAP is a strong advantage;

· Bachelor's Degree in Computer Science Engineering (or related technical discipline);

· Passion to be a part of a hardworking and winning team;

· Ability to multitask in a fast-paced environment;

· Excellent Customer Service Orientation;

· Strong documentation skills;

· Familiarity with store Front-end and Back-end technologies;

· Cross-functional team experience, excellent configuration and troubleshooting skills.

· Knowing some programming language is a plus.

SUCCESS:

· Excellent ability to learn fast;

· Outstanding proficiency in technical problem-solving abilities;

· Attention to details;

· Understanding of e-commerce;

· SAP Hybris hands-on experience is a plus;

· Technical literacy.

TOOLS:

· Jira & Confluence;

· SAP Hybris;

· AEM.

· Third-party tools

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