Graphic Designer - REMOTE at Fygaro
Fygaro
Panamá, PA
hace 4 días
source : UAI - Universidad Abierta Interamericana

The Support Analyst 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.
  • Requirements

  • 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.
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