Ecommerce Support Specialist

5 days ago

Issaquah, Washington, United States TEKsystems Full time
About the Role

We are seeking an experienced Ecommerce Support Specialist to join our team at TEKsystems. As an Ecommerce Support Specialist, you will be responsible for providing top-notch support to our clients' e-commerce platforms, ensuring seamless operations and resolving technical issues in a timely manner.

Key Responsibilities
  • Provide 1st-level support to production issues logged via Jira tickets for e-commerce international markets
  • Proactively monitor e-commerce websites using tools to ensure they are up and operational 24/7/365
  • Set up automated monitors/alerts for P1/P2 tickets/issues
  • Triage tickets and suspected issues using resources available (tools and audit logs) and update tickets accordingly
  • Execution should always be in support of the SLAs agreed to with the business
  • Respond ASAP to P1 Critical/Site Down issues executing on critical steps for resolution (ie. open a conference bridge, send our Incident Notification email, collect critical information and facilitate problem resolution, etc.)
  • Continuously improve problem management processes (ie. Root Cause Analysis documentation, email & SMS notification processes, accurate distribution lists, etc.) and share with all market teams
  • Create processes/checklists/automation that provide ongoing system health checks with a target of keeping the systems up and functioning 24/7/365
  • Available to work nights and weekends as necessary and perform 24x7 on-call support on a rotational basis
  • Create and maintain a Knowledge Base for teams' ongoing reference and use
  • Monitors, triages, and escalates production issues as appropriate to Level 3 & Level 4 Support & Engineering teams
  • Keep Incident Notification Distribution and SMS Notification lists up to date on an ongoing basis
  • Coordinate issues with 3rd Party systems and communicate effectively with multiple teams
  • Coordinate quarterly audit reviews (ie. VPN users, etc.)
  • Facilitate and coordinate change approvals for production releases as required
  • Share weekly reports and monthly dashboards on production tickets
  • Leads and participates in weekly team meetings
Requirements
  • Experience supporting mobile solutions
  • Excellent verbal and written communications skills and the ability to communicate with all levels of the organization from senior management to staff level teams
  • Extreme responsiveness with the ability to work under pressure in a crisis situation maintaining a clear sense of urgency
  • Superior work ethic with a positive, can-do attitude
  • Excellent customer service skills and superior telephone etiquette
  • Demonstrated attention to detail and excellent time management
  • Superior collaboration skills
  • Flexibility with the ability to change priorities quickly, focus on new ones without distraction
  • Ability to deal with conflict and work under pressure to meet deliverable commitments
  • Technical aptitude and a passion for learning about new emerging technologies
  • Ability to adjust work hours to accommodate global teams 24 x 7x 365 operations - evening, weekend, and holiday work will be required
About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe, and Asia.

We are an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, working with progressive leaders to drive change.

That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.

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