Webstore Support Specialist - Johannesburg, South Africa - Epsidon Management & Marketing Consultancy

Epsidon Management & Marketing Consultancy
Epsidon Management & Marketing Consultancy
Verified Company
Johannesburg, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

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Description

JOB PROFILE:


Job Title:
Webstore Support Specialist

Division:
Cloud


Location & Address:
Kyalami, Midrand, Johannesburg


Reports to:
Credit and Partner Support Manager


Direct Subordinates:0


Total Staff in Function:6


WORKING RELATIONSHIPS:


Internal:


  • Procurement
  • Sales Operations
  • Brand Operations
  • Account Managers
  • Systems Engineers / Presales
  • Marketing
  • Logistics
  • Regional Managers

External:


  • Vendor
  • Resellers
  • End Users
  • Vendor
Alliance Partners


JOB SUMMARY:


Main Purpose of Position:


As a Web Store Support Technician, you will play a crucial role in ensuring the smooth operation of our online store and providing technical support to customers.

You will be responsible for diagnosing and resolving issues related to the website, assisting customers with their online shopping experience, and collaborating with cross-functional teams to implement improvements and updates.


PERFORMANCE STANDARDS

Customer Support:


  • Respond promptly and professionally to customer inquiries, issues, and concerns related to our webstore platform via Jira or phone calls.
  • Strive to achieve a high level of customer satisfaction and assist users in maximizing the benefits of our platform.

Technical Troubleshooting:


  • Identify, troubleshoot, and resolve technical issues related to the webstore platform, including checkout problems, product listing errors, and integration with thirdparty tools.

Order Management:


  • Assist customers with order processing, tracking, and resolving any orderrelated discrepancies or issues.

Product Guidance:


  • Provide guidance and instructions to customers on how to use various features of our webstore platform effectively, including setting up products and configuring payment gateways.

Documentation

  • Create and maintain detailed documentation, FAQs, and knowledge base articles to assist customers in selfsolving common queries and issues.

Escalation Management:


  • Escalate complex issues to the appropriate teams and follow up to ensure timely resolution while keeping the customer informed throughout the process.

Quality Assurance:


  • Continuously monitor and improve the quality of customer interactions to ensure a positive and consistent support experience.

Feedback and Improvement

  • Collect and analyze customer feedback, identify trends/risk, proactively eliminate risk, and provide insights to improve the webstore platform and enhance customer experience.

Oversee all Cloud webstore related projects:

  • Collaborate with Development Team on Cloud projects.
  • Address billing and renewal data discrepancies.
  • Enhance data refreshing time and accuracy.
  • Streamline product configurations for the store.
  • Manage the Credit Project (VAT deductions from African Partners' credit).

Promptly address technical webstore queries:


  • Responsively communicate with internal and external stakeholders. (Partner support/ Dev team / Brand teams / AM)
  • Work closely with CBS Africa/First Digital to optimize webstore efficiency.
  • Identify potential risks associated with the webstore and proactively implement solutions to enhance efficiency.

Internal training associated with competencies:


  • Adhere and complete the Company Learning Map issued during the first week of employment to meet the expectation.
  • Internal platforms: Jira, Slack,

Minimum Qualification:


  • Grade 1
  • IT support qualification or relevant.

Minimum Experience:


  • Proven experience in customer support and technical troubleshooting within a webstore or ecommerce environment.
  • Strong communication and interpersonal skills to effectively assist customers and collaborate with internal and external teams.
  • Familiarity with webstore platforms and their functionalities.
  • Excellent problemsolving skills and the ability to handle complex issues.
  • Detailoriented with a focus on maintaining accurate documentation.
  • Selfmotivated and proactive in identifying areas for improvement and implementing solutions.
  • Ability to work independently and as part of a team.

Office Requirements:


  • Workfromoffice environment.
  • Semiformal dress code.
  • Working hours are from 08:00 17:00.
  • Excellent international business language skills (English), both written and verbal.
  • Reliable transport to and from the office.

Ability to commute/relocate:

  • Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)
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