Back Office

Job Description: The Back Office manages the applications within the e-commerce ecosystem. By assisting merchants and support analysts, they are responsible for the tracking of incidents and the follow-up of stakeholder requests. They also assist in monitoring the health of the applications, while taking all the necessary actions to resolve issues in a timely manner and with a sense of urgency.

Responsibilities: Assist with providing first and second level support for e-commerce applications; Identify, research, troubleshoot, and resolve technical issues by partnering with their support analyst lead to collaborate with development and cross functional product teams; Respond to stakeholder requests by utilizing various communication channels (ticketing system, phone, email, chat, etc.); Offer a high level of customer service to stakeholders with various degrees of technical proficiency and detailed communication; Document, dispatch and escalate requests when necessary; Follow up with stakeholders to ensure satisfaction; Work directly with 3rd party support teams to troubleshoot technical bugs and other processes. QualificationsRequirements University courses in information technology/computer science or equivalent experience; E-commerce experience (an asset); IT Project experience is an asset (if done as part of the school curriculum); Experience working on software is an asset (if done as part of the school curriculum/projects); Basic understanding of code (HTML, PHP, Javascript) is an asset. Excellent customer service skills; Excellent communication and writing skills; Good interpersonal skills; Proactive and autonomous; Ability to make complex information accessible; Curiosity to learn; Good working knowledge of Microsoft Office suite (particularly excel); Bilingualism (Spanish/English) is required both orally and in writing. Additional InformationPerks: Excellent compensation. 100% remote work. Monday to Friday work schedule. Indefinite Term contract