EBusiness Support Specialist

* Set up, maintain and register  users for website access, assisting with modification requests, login credentials, identification of new account(s), linking account(s), disabling users, and helping to create online ordering lists.
* Subject matter expert for both internal and external customers regarding website functionality and support escalation; explain and demonstrate website features.
* Report site performance; collect / intake site recommendations, improvements and defects. Capture, track, quantify and convey, website improvement opportunities and defects, communicated by internal and external customers.
* Identifies site issue vs. account setup discrepancies; captures issue details - if issue requires technical support and/or review.
* Utilize internal / backend support tools including, but not limited to, SAP, Hybris, Salesforce ecommerce and submission of support tickets (via an IT support application).
* Professionally respond to questions ranging from routine to complex inquiries; if applicable, route requests to appropriate Airgas Associate and coordinate handoffs, ensuring customer satisfaction with resolution path.
* Provide systematic approach to troubleshooting and/or replicating online user experience; spearhead communication / coordination of customer resolution.
* Documentation and/or escalation to Digital Product Managers, IT resources, internal and external stakeholders if/when there are site disruptions, issues and/or outages, is expected.
* Provide status updates/communication on reported issues to all relevant stakeholders.
* Perform Business User Acceptance testing (B-UAT) activities including testing, analyzing  and/or validating website enhancements, defects and/or issues through multiple hardware and software tools; report validated findings.
* Ambassador in promoting eBusiness Solutions for internal/external users with a common goal of increasing digital growth and adoption of the eBusiness channel.
* Act as a Voice of the Customer.
* Other duties as assigned.
* B.A. / B.S. in Business, Marketing, or Communications, or equivalent experience within a Digital Operations environment.
* Demonstrated troubleshooting experience
* Proficiency with Google suite
* Strong technical aptitude, problem solving, and organization skills
* Ability to work under pressure to meet deadlines, both independently and as a team member
* Interpersonal skills including ability to deal with difficult situations in a diplomatic and professional manner
* Exemplary communication skills with an emphasis on exuding professionalism in all situations; excellent verbal and written communication through active listening, probing questions and obtaining clarification as needed
* Understanding of eBusiness/eCommerce, eProcurement practices
* At least 3+ years of Customer Service and/or technical support experience
* Basic understanding of programming languages
* SAP Experience Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation.

Airgas associates are empowered to share ideas, take initiative and make decisions. Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients.

Join us for a stimulating experience:
At Airgas, you matter and so does the work you do. As a member of our team, you play an important role in the success of your team, making sure our products are created sustainably and delivered safely and efficiently. In turn, you’ll find a welcoming workplace where you’re valued for who you are and where you can fill your potential while growing a fulfilling career — whatever path you choose.

We want to ensure a safe experience for everyone interested in joining Airgas. Please…