E Commerce Support Specialist

The candidate will be supporting E Commerce team worldwide and working closely with Product Owners and other closely knitted teams such as CMG, COpC, Sales, IT with the following roles and responsibilities.

Acknowledging the support requests.
Logging requests in our ticket management system and updating with correct and relevant information whenever necessary.
Problem-solving abilities: Must have strong triaging/ troubleshooting skills
Promptly elevating the request to next level if unable to resolve and coordinating with L2 and L3 for resolution.
Escalating on elevated requests wherever necessary.
Building the knowledge base from use cases and using the same while triaging other related requests.
Identifying repeat issues and tagging them to problems.
Professional, in-time and appropriate customer communication to provide them complete insight of the issue and/or the resolution provided or around the future course of action.
Seamless handover of issues within the team.
Participate in regular review and contribute with ideas around the issues and provide necessary updates.
Learn about the upcoming changes and new functionalities in the Agilent eCommerce space and ensure proactive support readiness.
Help drive process optimization changes to improve the overall support operations.
Sharing knowledge with peers as well as learning from them to eliminate and knowledge gaps.
Bring inconsistencies and problems to the attention of management

Bachelors or masters Degree or equivalent.
Post-graduate, certification and/or license may be required.
Typically, at least 6+ years relevant experience for entry into this level.

Additional Requirement:

Order Management, Sales/marketing experience.
ITIL certification
Good hands-on JIRA or JIRA Admin experience

Additional Details