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E-Commerce Product Support Specialist

3 months ago

Murphy, United States Axiom Path Full time
Job DescriptionJob Description

As our E-Commerce Product Support Specialist, you will provide Level 1 & Level 2 internal support and training for our integrated E-Commerce and Point-of-sale (POS) platforms to our Retail, Marketing, Compliance, and Operations users across the enterprise.Identify basic user errors, troubleshoot data and system issues, coordinate escalated issues with E-Commerce/POS vendor support or internal IT Operations for difficult problems.The role also includes training, supporting enhancements, and rapid deployments for platform iterations.

Duties and Responsibilities:

Level 1 Support - Identify user errors and provide instruction on how to correct the issue.

Level 2 Support Troubleshoot issues, identify if there is a solution or if it is a software issue.

Level 3 Support Coordinate issue resolution with the software vendor.

Submit program issues/bugs to the software provider.

Create a training program and provide one-on-one or group training to end users as needed.

On-site travel for facility staff training as needed.

Recognize operational challenges and provide recommendations to create efficiency.

Coordinate new user access, password changes, and termination of user access with the Master Data and Access Control teams.

Perform testing of software upgrades.

Assist in the implementation of new functionality.

Create guides and perform training for new functionality.

Qualifications and Education:

  • Experience with cannabis operations and E-Commerce platforms and systems integrations.
  • Strong skills in all Microsoft products, especially Excel, PowerPoint, and Word.
  • Ability to handle multiple tasks with strong attention to detail.
  • Understanding of cannabis Retail operations such as inventory management, customer transaction flows, Point of Sale, and regulatory specifications.
  • Excellent oral and written communication skills
  • Excellent presentation skills
  • Audio and video recording/editing skills

Personal Attributes:

  • Strong interpersonal and communication skills
  • Self-starter yet knows when to ask for help and works great in a team.
  • Strives to simultaneously achieve high-velocity and high-quality output.
  • Willingness and ability to meet aggressive deadlines.
  • Thrives in a dynamic and fast-paced environment.
  • Proven troubleshooting and problem-solving skills
  • Highly collaborative
  • Comfortable working with C-Suite level executives
  • Well organized


Note:The chosen applicant will be required to successfully complete criminal and reference checks.