Maltem Asia is seeking a Technical Support Specialist for a Cosmetic & Fragrance Client based in Singapore.
Summary :
- As part of the Digital growth, our Client has built partnerships with several E-commerce companies and specially by using Salesforce Commerce Cloud as the main platform.
- In that matter, our Client is driving service providers with regards to the evolution and the maintenance of the whole E-commerce Ecosystem.
- We are looking for an E-commerce Technical Support Specialist, who will join the Consumer Facing department based in Singapore.
- This position will be responsible for E-commerce Technical Support and Maintenance on the Digital E-commerce applications for the group.
Technical Support (Main Role) :
- Provide 1st level of Technical Support markets for the ecommerce ecosystem.
- Coordinate and collaborate with internal and external resources via ticketing system.
- Providing outstanding, rapid-response technical support.
- Escalate unresolved issues if required, while maintaining ownership of issues through resolution.
- Monitor and maintain portfolio of domestic and international ecommerce sites.
- Maintenance and Management of internal support tools, systems, and related roadmaps.
Technical Reference :
- Escalate functional and technical questions if required, while maintaining ownership on providing subject matter expertise for functional and technical aspects of the ecommerce ecosystem.
- Communicate and coordinate with management team, development vendor and business area experts globally to improve product functionality, resolve issues, and improve consumer satisfaction.
- Monitor, maintain and improve site performance for customers visiting the ecommerce sites across the globe.
- Assist in testing updates to existing web applications and perform integration testing for new integrations.
Technical Project :
- Project follow-up of the Technical Integration.
- Participate in the design of Technical Integration related to the E-commerce platform.
- Review and challenge Technical Integration approaches from the contractor, with regards to the Integration best practices.
Requirements :
- Computer Science MS Degree or equivalent
- 3-5 years of experience in ecommerce projects lifecycle as well as operational support in E-commerce/Content Management System
- Experience with Project Management lifecycle especially in E-commerce project.
- Experience in websites launches through full project life cycle, working with the business to identify requirements, design, develop, QA and launch end product.
- Understanding of the E-commerce Solution Architecture in general including data exchanges between systems :
- For example :System flow between Ecommerce engines, OMS, payment gateway.
- Able to work in a fast-paced environment, including prioritizing and multi-tasking while paying close attention to detail.
- Demonstrate strong technical acumen for troubleshooting and problem solving.
- Must be able to quickly assess issues and react to changing circumstances and new information.
- Must be able to communicate effectively to IT management as well as business area experts with skills such as empathetic and active listening, and clearly and patiently articulate solutions.
- Ability to work self-sufficiently and drive brand success.
- Experience working and coordinating directly with the E-commerce & CRM business.
Technical/Professional Requirements :
- Salesforce Commerce Cloud (ex Demandware) or any other eCommerce platform.
- Previously used project/task management software system, tools (Confluence/JIRA/Wiki) is a plus.
- Knowledge of HTML, CSS, JavaScript.
- Knowledge of Systems integration – WebService (REST, SOAP), Batch, EDI, SFTP
- Google Solutions (Analytics, Webmaster Tools, Trusted Store), Tag Management Systems.
- Exposure to mobile, Omni –Channel Technology tools and principles around responsive design, hybrid applications, mobile applications.
- Cross-Browser Testing / Functionality.
- Operation/Support experience is a plus.
- Exposure to eCommerce/CRM integration and affiliate marketing tools like LinkShare, Product recommendation tools, online videos, is a plus.
- Social integration technologies around Facebook connect and social sharing, is a plus.
- Marketplace integration (Google Shopping, Facebook Ads, Bing Ads, …) is a plus.
