Ecommerce Support Analyst – Johannesburg
IT
Gauteng
Ecommerce Support Analyst – Johannesburg
Our client in JHB is looking for an adept, sharp and enthusiastic, Ecommerce Support Analyst to join their growing team.
As L2 Support in their growing Ecommerce and Mobile Apps, the Ecommerce Support Analyst, will be responsible for investigating, resolving and escalating incoming customer incidents and requests.
Responsibilities
- Responded to incoming incidents are promptly, maintaining a confident and professional approach to all communications
- Accurately assess the nature of incident, following specific procedures
- Accurately identify the severity of the incident and appropriately set customer expectations.
- Gather information, interpret expected outcomes and work to provide a solution using your knowledge, investigative and problem-solving support skills.
- Engage with and develop clear communication channels with other departments/teams, as necessary, in order to lead resolution, diagnosis and communication.
- Interrogate and analyse log files to aid investigation.
- Query SQL databases.
- Work with Development teams, defining and testing custom solutions to reported issues.
- Undertake training as deemed appropriate to the post held.
- Maintain an up-to-date knowledge of supported applications and developments.
- Working individually and as part of a team towards company aims and objectives
- Fulfil departmental requirements in terms of administrative tasks, and to conform to Departmental policies and procedures.
- Maintain ongoing working co-operation with managers and staff within the department and the wider workplace.
- The above duties and responsibilities should be regarded as neither exclusive nor exhaustive.
Requirements
- Bachelor’s Degree (or equivalent) in Computer Science or related
- Keen interest in Ecommerce, software applications and back-end systems.
- Ability to learn new skills quickly and adapt to complex systems.
- Must be able to work under pressure
- Highly organized, detail-oriented, analytical and technically minded.
- A team player with excellent verbal and written communication skills
- Professional, punctual and goal-driven
- Previous experience working with Online retail business and eCommerce systems support
- Experience working with HTML and CSS
- Ability read PHP code for troubleshooting purposes
- Ability to effectively prioritize tasks
- Linux
- Microsoft SQL & Excel
- Apache/IIS
- Web Browsers
- HTML/XML
- Business/Sales intelligence software applications
- Online retail business software and eCommerce systems
- Commercial experience in customer service
- Hours of Work – 09:00 -18:00
