What are the responsibilities and job description for the eCommerce Solutions Consultant position at Trispoke Managed Services Pvt. Ltd.?
Job Description
- Responsible for supporting a selected group of digital tools and solutions and managed the implementation, business process modifications, project management, training, and communications of those technologies across the organization and targeted user base.
- Leads the demonstration of solutions and training for users on our internally grown digital technology, provides collateral and updated training documents and serves as an escalation point to troubleshoot non-common issues and user onboarding.
- Tracks open issues to ensure quick response and action from support teams.
- Identify customer needs and help customers use specific features.
- Monitor customer complaints on social media and reach out to provide assistance
- Update our internal databases with information about technical issues and useful discussions with customers.
- Assists with identifying potential process bottlenecks and works with the management team to resolve issues.
- Follow up with customers to ensure their technical issues are resolved.
- Responding to customer queries promptly and accurately via phone, email or chat.
- Performs incidental project management, including planning, research, analysis and implementation of deliverables and action items.
- Maintain a positive attitude and calmly respond to customers’ complaints.
- Bilingual (French, Spanish)
- Experience as a Help Desk/ Customer Care Specialist or similar Customer Support role.
- Familiarity with the eCommerce industry is a plus.
- Experience using help desk software and remote support tools
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Detailed oriented
- Self-starter
- Ability to quickly diagnose and resolve technical issues
- Exceptional teamwork and leadership skills to help other technical support workers
- Ability to learn new technologies and implement them
- Personable and attentive
- Strong interpersonal skills
- Responding to customer queries promptly and accurately via phone, email or chat.
- Performs incidental project management, including planning, research, analysis and implementation of deliverables and action items.
- Acts as project sub-task lead on small projects.
- Manage daily tasks