Global e-Commerce Support Specialist

Náplň práce, právomoci a zodpovednosti:
Join Our Excellent Team as a Global e-Commerce Support Specialist at ESET!

ESET is a global leader in cybersecurity, dedicated to protecting over 110 million customers worldwide. Global e-Commerce is a dynamic digital channel that provides cybersecurity solutions directly to customers in real-time, every day. If you are a team player, with proactive attitude, self-driven, and eager to make a real impact to constantly drive forward a multi-million eCommerce business for ESET, we would like to see you at our Global Headquarters in Bratislava.

This position requires taking responsibility for a wider range of activities in the process of business and technical support, troubleshooting, implementation, running and further evolving of Global eStore in ESET markets.

##Your role will be to:##
• Act as a responsible for the process of receiving, investigating, diagnosing, and resolving problems. It involves a systematic approach to:
• Answer inquiries: provide mostly business and partially technical support for ESET regional offices and ESET’s internal teams via ticketing system and other channels
• Identify and analyze issue: recognize the reported problem, analyze the symptoms to determine the underlying cause
• Define solution: create specifications for developers or other relevant teams to restore proper functionality or perform system adjustments as necessary
• Request and oversee implementation: manage the process to ensure it is completed correctly by the development team
• Verify the fix: Ensure that the solution resolves the issue and prevents recurrence
• Communicate and follow-up: communicate timeline, severity and explain resolution to reporter, answer their questions and solve eventual open issues throughout the entire process.
• Work with developers to improve the e-Commerce platform based on customer feedback and user experience
• Shape, adjust and keep up to date various tools/ processes to help our team manage requests efficiently
• Create and improve business documentation needed for administration and development of the eCommerce system
• Conduct Global eStore CMS education and provide tutorials support as necessary
• Prepare Support reports to provide crucial insights into service performance, help identify frequent issues and inform strategic decisions
• Assist with offering configuration and product catalogue maintenance on Global eStore
• Manage delivery of guidelines and changelogs for ESET regional offices and ESET’s internal teams in timely fashion.

##To successfully apply you need to have:##
• At least 2 years of experience in an e-Commerce support role or similar position
• Solid technical skills and familiarity with e-commerce platforms and online purchasing processes
• Excellent problem-solving abilities, connecting pieces of information to resolve complex issues
• Customer-centric approach, passionate for delivering excellent service
• Great understanding of complex systems, processes, and relations
• Active English (at least C1)
• Great advantage is:
• Ability to read and cooperate on business or technical documentation (UML or BPMN diagrams)
• Orientation in CMS, JIRA, Postman, HTML/CSS, JavaScript, APIs, SQL, system architecture
• Background from software/hardware/IT-related industries
• Experience from international companies or global markets

##Our team demonstrates and you need to have too:##
• Strong team spirit – be a team player with a strong loyalty attitude
• Highly proactive attitude and self-driven, we do not procrastinate ever
• Respecting and friendly approach
• Attentive to details
• Positive can-do attitude
• Committed to take ownership and complete tasks effectively
• Ability to quickly learn new skills, grasp a new information and work with different tools
• Proven excellence in communication and organization skills
• Exceptional endurance and consistency

The position is maternity cover.