Ecommerce Technical Support Specialist

Role Overview

• Triage production support issues for Ecommerce Customer Service by gathering detailed information, triaging and troubleshooting production issues in collaboration with Support and Digital Technology teams.
• Responsible for user acceptance testing
• Facilitates, creates test scripts, executes by coordinating schedules, gathering feedback, performing basic test analysis, and communicating outcomes.
• Support Hypercare of newly launched technology projects by acting as a bridge between Customer Service and Technology teams by identifying and tracking bugs in system for Ecommerce Customer Service.
• Assist in communicating and documenting new system functionality or enhancements to users, ensuring clarity and adoption.
• Support project teams with data conversions, audits, and data analytics as needed.
• Identify and root causes various failed order points to ensure order flows supporting SLA order management.
• Provide reports for the end-user to research shipping delays, missing orders to optimize consumer experience.
• Accountable for SAP order management for eCom orders to resolve incompletes, IDOC failures, and inventory segments to ensure order flows to DC within SLAs for all brands on SAP S/4.
• Facilitate custom shoe order progression (order/shipment exception reports, etc.).
• Additional tasks include forwarding custom image approval requests to the Brand, communicating with factory to update custom order address and item changes per consumer requests, and processing custom returns/cancellations.
• Identify, report, and follow through to resolution system performance anomalies.
• Responsible for tracking and reporting on trends with the goal of improving system performance and customer experience.
• Support other departments/teams by assisting in the completion of back-end tasks as needed.

Requirements

• High school diploma or equivalent education; Associate degree preferred.
• Preferred in-depth knowledge of Ecommerce Customer Service systems such as Salesforce, Sterling and SAP
• Strong analytical and problem-solving skills with a focus on developing effective, actionable solutions
• Demonstrated proactive ability to trouble shoot complex issues
• Must be able to manage multiple projects in a dynamic, fast paced environment
• Highly organized with strong time-management skills and the ability to balance competing priorities
• Able to manage workload autonomously while ensuring timely and accurate delivery of results.

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Remote work options