·Provide technical assistance and support to end-users, internal teams, and guests regarding ecommerce systems, platforms, and functionalities.
· Troubleshoot and resolve technical issues, such as system errors, bugs, and performance bottlenecks, to ensure the smooth operation of ecommerce systems and minimize downtime.
· Handle and prioritize incoming support requests and incidents, ensuring timely resolution and effective communication with stakeholders regarding issue status and updates.
· Perform routine maintenance tasks, including system updates, patches, and configuration changes, to maintain the integrity and security of the ecommerce infrastructure.
· Create and maintain technical documentation, knowledge base articles, and troubleshooting guides to facilitate efficient issue resolution and enhance team productivity.
· Collaborate with developers, QA engineers, project managers, and other stakeholders to address complex technical issues, implement system enhancements, and ensure platform stability.
· Monitor system performance, analyze metrics, and proactively identify opportunities for optimization, scalability, and improved user experience.
· Actively participate in incident management process, ensure incidents are documented and root cause analyses provided
· Prepare executive reports for applications support.
· Stay updated with emerging technologies, industry trends, and ecommerce best practices to suggest and implement improvements in support processes and system functionality.
· 1 - 3 years of experience in applications support with deep understanding of the support processes.· Familiar with ecommerce systems, platforms, and technologies such as CMS platforms (e.g., Magento), order management systems, payment gateways, and APIs.· Ability to analyze and resolve technical issues efficiently, utilizing effective troubleshooting techniques and problem-solving skills.· Experience in performing routine system maintenance tasks, including updates, patches, and configuration changes, to ensure optimal performance and security.· Excellent communication skills to effectively interact with end-users, internal teams, and guests, providing clear and concise technical explanations and solutions.· Familiarity with incident management processes, including incident prioritization, tracking, and timely resolution, to ensure effective handling of support requests.· Experience in monitoring system performance, analyzing metrics, and proactively identifying areas for optimization and improvement.· Familiar with monitoring tools (e.g. Newrelic) and building dashboards, setting KPIs for proactive monitoring.