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.
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.