e-commerce Support Analyst

The e-commerce support analyst will be experienced in handling complex digital and e-commerce solutions, working closely with clients and taking a hands-on approach to delivering application support. You will have a background of managing support cases through the entire life cycle through to resolution and have the passion for delivering high quality support within defined SLAs. The support analyst will be responsible for delivering application support while helping maintain strict SLAs with our clients. This is a growing part of our business and we are looking for someone to demonstrate high quality application support and ownership of support cases.

Must haves

  • Excellent customer service and communication skills
  • 3 years hands-on experience of application support within an E-commerce environment
    • A clear understanding of the support processes and workflows within an E-Commerce environment
  • Demonstrable problem solving, triaging and tenacity to find solutions before escalating issues
  • Passion and drive, with a commitment to deliver high quality solutions, improve processes and deliver high customer satisfaction

Key responsibilities

  • First line for Hybris E-commerce client application support cases
  • Log client support queries within designated SLAs
  • Understand priorities and importance of tickets and manage appropriately
  • Triage cases and ensure that the ticket includes all required information
  • Responsible for driving resolutions, you will be working closely with multiple internal and external stakeholders
  • Ensuring all parties are updated and working to established timelines
  • Working closely with project delivery teams to co-ordinate successful project transitions into Support and BAU function
  • Managing customer relationships from a support function POV including reporting on SLAs and support utilisation
  • Inducting new clients into the support process
  • Budget and revenue management for support budgets for different clients
  • Defining SLAs and designing support packages for new clients
  • Reviewing support packages for existing clients and suggest improvements
  • Defining and implementing key process and procedures, e.g.incident/problem/event management
  • Co-ordinating support and maintenance activities, keeping resources on schedule and budget
  • Recruitment and line management of the team as/when it grows
  • Personal development of members of the team again as/when it grows
  • Coaching and mentoring team members
  • Collaborating with other Hybris teams to explore synergies and share knowledge and experiences

Nice to haves

  • Knowledge and experience of Hybris
  • Leadership experience in an application support environment
  • Experience of supporting managed hosting environments and software deployments
  • Experience and knowledge of Agile/Scrum/Kanban processes and practices
  • Experience of Jira and Confluence

Please email jobs@envoydigital with your CV, covering letter and salary expectations. Please note - recruitment agencies need not apply.