Professional - eCommerce Solutions Consultant

Professional - eCommerce Solutions Consultant
Glenview, IL- REMOTE
3 Months
8am - 5pm Central, remote
SUMMARY:
Responsible for providing technical support and assistance related to stock management front-end applications, known at client as eStock 3.0.
Serve as the first point-of-contact for customers (digital customer care) seeking technical assistance over the phone, via email, and through ticketing systems. Performing remote troubleshooting through diagnostic and discovery techniques. Determining the best solution based on the issue and details provided by the customers.
Operate as level 1 support to troubleshoot non-common issues and escalating to appropriate teams for further investigation and remediation support. Facilitate customer onboarding and account modifications requests and support. Act as a liaison between customers and technical support teams to ensure consistent and rapid responses to customers and connecting with the appropriate internal teams that also support them.
DETAILED DESCRIPTION:

• Provide effective assistance to internal and external customers
• Virtually guide customers through system configurations, troubleshooting, and maintenance support needs
• Listen attentively to customer questions and concerns and provide customers with either direction (for standard support requests) or action or engage with other teams to address customer needs (and ensuring the customers are aware of actions/communications occurring on their behalf)
• Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
• Work with other support teams including developers, project managers, product owners, and implementation teams with a service mindset
• Represent the company with professionalism and integrity while helping advance the company's mission

DETAILED RESPONSIBILITIES:

• Communicate with internal and external customers including respond to customer inquiries via email, phone, or via internal ticketing systems
• Inform customer with status updates
• Walk customers through the problem-solving process
• Use customer feedback to improve problem-solving techniques and customer service
• Document and analyze technical issues and customer interactions
• Monitor customer satisfaction
• Refer customers or escalate issues to supervisors as needed
• Work with the rest of the Digital Support team to update support materials and processes
• Collaborate with the rest of the Digital Support team on continuous improvement opportunities (as needed)

SKILLS/QUALIFICATIONS FOR THIS ROLE

• Great communication abilities, including written and verbal communication
• Patience, empathy and professionalism
• Good problem-solving and decision-making capabilities
• Basic computer skills, including data entry, website navigation and other software
• Effective time management, prioritization and multitasking skills
• Ability to work in a team setting/ collaborative
• Bi-lingual (English/Spanish) preferred
• Tech savvy, able to learn new systems and processes quickly
• Problem-solving, ability to ask clarifying questions
• Ability to multi-task
• Ability to make decisions and communicate rationale (if requested)
• Adaptable and comfortable in a fast-paced and evolving environment
• Self-starter, with a learning mindset
• Organized, with effective time management skills
• Experienced with project management
• Knowledge of Planview, JIRA, and ServiceNow a plus
• Ability to think systemically
• Ability to conduct training sessions
• Ability to translate technical language into simple business/customer-friendly language
• Familiar with technology development models such as Agile, Scrum at scale, etc.

Research skills

• Ability to work with a team
• Experience with Coding (SQL, Java, GitHub, HTTP Requests, Basic Programming, etc.)
• Microsoft Suite application including Project and Visio