Back Office

Role Summary

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.

Benefits

• 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.