Back Office

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 Fygaro is an eCommerce Business Generator, enabling entrepreneurs and businesses of all sizes to sell online. Winners of the Visa Everywhere Initiative 2020, Fygaro is a leading tech-startup focused on helping SMBs and Entrepreneurs in the LAC region to adopt eCommerce into their business strategy for continued growth. Originally posted on Himalayas