Back Office

The Back Office manages the applications within the e-commerce ecosystem. By assisting merchants and support analysts, they are responsible for the tracking of incidents and the follow-up of stakeholder requests. They also assist in monitoring the health of the applications, while taking all the necessary actions to resolve issues in a timely manner and with a sense of urgency.

Responsibilities

- Assist with providing first and second level support for e-commerce applications;

- Identify, research, troubleshoot, and resolve technical issues by partnering with their support analyst lead to collaborate with development and cross functional product teams;

- Respond to stakeholder requests by utilizing various communication channels (ticketing system, phone, email, chat, etc.);

- Offer a high level of customer service to stakeholders with various degrees of technical proficiency and detailed communication;

- Document, dispatch and escalate requests when necessary;

- Follow up with stakeholders to ensure satisfaction;

- Work directly with 3rd party support teams to troubleshoot technical bugs and other processes.

Requirements

- University courses in information technology/computer science or equivalent experience;

- E-commerce experience (an asset);

- IT Project experience is an asset (if done as part of the school curriculum);

- Experience working on software is an asset (if done as part of the school curriculum/projects);

- Basic understanding of code (HTML, PHP, Javascript) is an asset.

- Excellent customer service skills;

- Excellent communication and writing skills;

- Good interpersonal skills;

- Proactive and autonomous;

- Ability to make complex information accessible;

- Curiosity to learn;

- Good working knowledge of Microsoft Office suite (particularly excel);

- Bilingualism (Spanish/English) is required both orally and in writing.

Perks:

- Excellent compensation. - 100% remote work. - Monday to Friday work schedule. - Indefinite Term contract Fygaro is an eCommerce Business Generator, enabling entrepreneurs and businesses of all sizes to sell online.

Winners of the Visa Everywhere Initiative 2020, Fygaro is a leading tech-startup focused on helping SMBs and Entrepreneurs in the LAC region to adopt eCommerce into their business strategy for continued growth.