ECommerce Solutions Consultant

Overview

Position would require the candidate to be a W2 employee of Donatech. Responsible for supporting a select group of digital tools and solutions and managing the implementation, business process modifications, project management, training, and communications of those technologies across the organization and targeted user base. Lead the demonstration of solutions and training for users on digital technology, provide support updating training documents, and serve as a backup for other team members.

List the primary duties and responsibilities required to perform this job in order of importance; typically 4 to 6 key responsibilities.

• 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.

• 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
• Detail-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.