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
Salary: USD 60000 - 80000 per year
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