Senior Business Support Lead - Catalonia

Empresa: AlphaYotta
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Ubicación: Catalonia, España
Correo de empresa: *********@*******.com (Ver email)
DESCRIPCION DEL PUESTO
Anforderungen:
Senior Business Support Lead / Global Customer Service & Support role
Contract duration is 12 months.
Budget: 3000 - 4000 Euro per month.
Location: Barcelona, Spain.
Please find the below Job Description details
We are looking for a Senior Support Lead who can perform Customer Support and Escalation management globally, handling multiple platforms across all regions
* Ecommerce Experience is Must
* Magento Experience is Must
* Agile, Jira would be plus
If you are a Store Business Support Engineer, you will have a chance to
· Manage a team to provide Customer Support activities
· Be the point of contact for our internal and external customers whom need help, helping them to solve their problems via the various functional teams
· Assess risks and anticipate bottlenecks caused by reported issue, effectively communicate on the major incident
· Provide critical issue and escalation management, balance trade- Offs, and drive discussion when need risk- Taking decisions that maximize business value
· Asic technical advice in first and 2nd level support to users on IT systems of the Store e- Commerce environment.
· Support the store with hands on experience and knowledge in Magento 2. X version
· Manage escalations and follow up with different IT systems specialists (IT asset owner).
· Set up, administer and support Atlassian Tools: JIRA, JIRA Service Desk or Confluence
· Log cases with good understanding what each case is about in Atlassian Tools and other ticket tracking system used to ensure tracking of every incident and help to drive to solve the issues.
· Report on Frequently Asked cases monthly and evaluate the need to enhance systems.
· Part of the Change Request/Enhancement request chain of proposals for future e- Commerce store functionality releases.
· Test new releases before moving to production (agile testing).
· Report on bugs; document and request support appropriately to development teams.
· Test final releases upon moving into production (frequently out of working hours).
· Guidance and mentoring to less- Experienced team members and other stakeholders where requested on usage of our tools and processes.
Verantwortung:
Manage a
team to provide Customer Support activities
· Be the point of contact for our internal and external customers whom need help, helping them to solve their problems via the various functional teams
· Assess risks and anticipate bottlenecks caused by reported issue, effectively communicate on the major incident
· Provide critical issue and escalation management, balance trade- Offs, and drive discussion when need risk- Taking decision that maximize business value
· Provide basic technical advice in first and 2nd level support to users on IT systems of the Store e- Commerce environment.
· Support the store with hands on experience and knowledge in Magento 2. X version
· Manage escalations and follow up with different IT systems specialists (IT asset owner).
· Set up, administer and support Atlassian Tools: JIRA, JIRA Service Desk or Confluence
· Log cases with good understanding what each case is about in Atlassian Tools and other ticket tracking system used at to ensure tracking of every incident and help to drive to solve the issues.
· Report on Frequently Asked cases monthly and evaluate the need to enhance systems.
· Part of the Change Request/Enhancement request chain of proposals for future e- Commerce store functionality releases.
· Test new releases before moving to production (agile testing).
· Report on bugs; document and request support appropriately to development teams.
· Test final releases upon moving into production (frequently out of working hours).
· Provides guidance and mentoring to less- Experienced team members and other stakeholder where requested on usage of our tools and processes.
· Demonstrate strong leadership and excellent in communication
· Willing to step up to take on expanded role as project resource where needed
· Act as key enable to transit from project to support
· Strong Business Acumen especially in Ecommerce



CONDICIONES DEL EMPLEO
Jornada laboral: Tiempo Completo
Tipo de empleo: Trabajo Fijo
Salario: EUR 3,000.00 - 4,000.00 Mensual
Cantidad de vacantes: 1


REQUERIMIENTOS
Experiencia Mínima: No especificado
Sexo: Indistinto



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