eCommerce Support Analyst

Job Purpose

The primary purpose of the role is to enhance the eCommerce operational support of the production environments, implementations, and ensuring continuous improvement of preventative and proactive measures to enable system stability.

Key Responsibilities

Technical Support

• Provide 1st and 2nd line support functions for the eCommerce environment.

• Ensure all production platforms are reviewed periodically to ensure optimum performance.

• Provide onboarding assistance, including the gathering of information, Configuration, deployment, and Installation where required. • Documenting system defects and trends, reporting on production issues as they arise.

• Perform Software Quality duties, including assisting with bug verification, manual functional test execution, etc.

• Assist customers by keeping up to date with product developments.

• Setting up new users’ accounts and profiles and dealing with password queries for our platforms. • Regular and accurate communication within agreed time limits to tickets logged, SLA and Communications policy.

Customer Service

• Establish and maintain a positive professional relationship with customers.

• Prepare and conduct customer training as requested.

• Adherence to SLA to ensure consistent and predictable service delivery.

Self-Management

• Set an example through personal quality and productivity standards and ways of working with others.

• Demonstrate consistent application of internal procedures. Plan and prioritize.

• Demonstrate abilities to manage competing demands.

• Demonstrate abilities to anticipate and manage change.

• Demonstrate flexibility, in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs.

Work Collaboratively

• Build a culture of respect and understanding across the organization.

• Recognize outcomes which resulted from effective collaboration between teams.

• Build co-operation and overcome barriers to information sharing, communication, and collaboration across the organization.

• Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions.

Competencies

• Strong customer focus and ability to collaborate

• Analytical thinker with solid problem-solving skills

• Comfortable managing multiple priorities

• Proactive and adaptable in fast-paced environments

• Business-savvy with strong accountability and results orientation

Education

• Matric certificate - Essential

• Degree in Information Systems, Computer Science, or equivalent.

• Relevant IT certifications are a plus

Experience

• 2–5 years in eCommerce support

• Working knowledge of HTML/JSON and tools like Postman or SOAPUI

• Experience in the Payments Industry is essential