Back Office @ Fygaro

The Back Office manages the applications within the e-commerce ecosystem. By assisting merchants and support analysts, they are responsible for the tracking of incidents and the follow-up of stakeholder requests. They also assist in monitoring the health of the applications, while taking all the necessary actions to resolve issues in a timely manner and with a sense of urgency.

Responsibilities

Assist with providing first and second level support for e-commerce applications;

Identify, research, troubleshoot, and resolve technical issues by partnering with their support analyst lead to collaborate with development and cross functional product teams;

Respond to stakeholder requests by utilizing various communication channels (ticketing system, phone, email, chat, etc.);

Offer a high level of customer service to stakeholders with various degrees of technical proficiency and detailed communication;

Document, dispatch and escalate requests when necessary;

Follow up with stakeholders to ensure satisfaction;

Work directly with 3rd party support teams to troubleshoot technical bugs and other processes.

Requirements

University courses in information technology/computer science or equivalent experience;

E-commerce experience (an asset);

IT Project experience is an asset (if done as part of the school curriculum);

Experience working on software is an asset (if done as part of the school curriculum/projects);

Basic understanding of code (HTML, PHP, Javascript) is an asset.

Excellent customer service skills;

Excellent communication and writing skills;

Good interpersonal skills;

Proactive and autonomous;

Ability to make complex information accessible;

Curiosity to learn;

Good working knowledge of Microsoft Office suite (particularly excel);

Bilingualism (Spanish/English) is required both orally and in writing.

Perks:

Excellent compensation.100% remote work.Monday to Friday work schedule.Indefinite Term contract