Technical Support Operations Analyst

Fincons Group is an IT business consulting company that has been designing the digital future of leading companies on international markets for 40 years. Fincons Group built its reputation on foreseeing and interpreting new business models and the rapid evolution of IT systems by building a complete range of services: from research and consulting to design and development, from system integration of leading vendor software solutions right up to application management, supporting clients step by step along their digital transformation journey. Fincons is a multinational with over 2,600 people and several offices worldwide (in Italy, Switzerland, Germany, France, the United Kingdom, Belgium and the USA), but above all a Family Company where the founders play a strategic role with commitment and passion, grounding the company in the same principles of a united and caring family.

We firmly believe in the value of cooperation and in the contribution that every idea and intuition can bring. We believe that everyone’s effort can make a difference. Transforming knowledge into a strategic resource is our company mission, and we pursue it with the help of our most strategic asset: our people.

Job Summary
This position is for a Technical Support Operations Analyst for a e-commerce marketplace solution that seamlessly connects customers (buyers) to catalogs of software products and services.
A successful Technical Support Operations Analyst must possess:

• Problem-solving skills, customer focus, and technical expertise.
• Proficiency in troubleshooting and supporting systems, particularly in e-commerce, Salesforce, Payment Service Providers, APIs, SAP, IT Layer, and SPLUNK, is preferred.
• Experience in addressing issues for both internal and external customers is essential.
• Collaboration with various teams like Product Managers and Development
• Transitioning between strategic vision development and tactical project management effectively.

Work Location: any location in the US might be considered
Working Time Zone: Eastern time zone
Responsibilities:

• Deliver Tier 2 support, utilizing diagnostic tools and procedures, to address customer transactional issues.
• Collaborate with Quality Verification, Development, and Product Management teams to identify bugs, resolve issues, and provide feedback for ongoing product enhancement.
• Conduct Root Cause Analysis of issues, investigating thoroughly, collaborating with development, and taking ownership of resolutions.
• Contribute to the Operational Tool Scrum team to enhance diagnostic tools and processes.
• Engage directly with customers to meet their evolving needs throughout their buyer journey.
• Proactively identify bottlenecks, seize opportunities, assess risks, implement workarounds, and balance business and user requirements with technical limitations.
• Effectively communicate with stakeholders, including customers and management, ensuring clarity and optimization.
• Lead initiatives to improve processes and operational tools, aiming to enhance visibility, efficiency, and output quality.

Qualifications and skills

• Bachelor's or Master's degree in Computer Science or equivalent practical experience (an MBA is highly advantageous).
• Proficient in implementing software solutions, conducting testing, troubleshooting, and offering support hands-on.
• Familiarity with data flows in e-commerce systems, SFDC, Payment Service Providers (PSPs), API calls, SAP, IT Layer, SPLUNK, JIRA, Confluence, and Content Management Systems.
• Understanding of agile development methodologies.
• Exceptional verbal and written communication skills with meticulous attention to detail, particularly in customer communications.
• Capable of working independently in a fast-paced environment,
• Possesses analytical prowess, adept at generating and evaluating various forecasts, metrics, and analyses.
• Experience in gathering requirements, contributing to functional specifications and test plans, and coordinating efforts to define, schedule, and deploy new feature sets.
• Proactive in identifying forthcoming risks, issues, and bottlenecks, and adept at problem-solving
• Excellent time management, resource management, and planning abilities.
• Skilled in collaborating with internal and external customers with varying levels of technical expertise.

Authorization to Work

Applicants for employment in the US must be authorized to work in the US. Fincons Group will not sponsor applicants for work visas.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status, or any other legally protected basis, in accordance with applicable law.

The data will be processed and stored exclusively for the purposes of this or future selections, guaranteeing the rights referred to in art. 13 Legislative Decree 196/03 and EU regulation 679/2016 (GDPR)

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