EBusiness Support Specialist

eBusiness Support Specialist

Location:

Levittown, PA – Management Radnor, PA (Airgas HO) – Digital & IT – Enterprise Applications

How will you CONTRIBUTE and GROW?

Airgas is Hiring for an eBusiness Support Specialist in Levittown, PA! The eBusiness Support Specialist is a trusted expert regarding Airgas’ eBusiness Solutions commercial offerings—including , Airgas Mobile Reorder App and possesses a high-level knowledge of Airgas Supply Sync and other digital offerings. Initial point of contact regarding Airgas’ eBusiness Solutions, specifically , playing a critical customer-facing role in troubleshooting customer inquiries, Airgas business operations regarding Airgas’ eBusiness features and functionality, site issues and/or site outages.

This position provides daily digital support to internal and external customers via phone, email, online meetings, and screen sharing.

Recruiter:
Deondre Taylor /  /

• Hours:
  
  8:00am - 5:30pm (Hybrid)
• Customer-Centric Person

• 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

We care about and support all Airgas associates. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, vacation, sick time, floating holidays, and paid holidays for full-time employees.

We…