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Addison Group · 1 week ago

eCommerce Sr. Product Support Analyst

Washington, DC

Full-time

Hybrid

Mid, Senior Level

$30/hr - $33/hr

2+ years exp

Addison Group is a company providing administrative support in the Global Industry Services division. They are seeking an eCommerce Sr. Product Support Analyst to assist customers with product and service inquiries, manage customer accounts, and ensure effective resolution of issues.

Information TechnologyRecruitingStaffing Agency

Growth Opportunities

Responsibilities

Answers telephone calls or email requests skillfully and effectively. Provides customers with accurate information, identifies urgent/priority calls, and responds within one business day of receipt

Works with customers to address account log-in; password resets; and other Tier 1 line of business portal, website, and technical issues

Walks customers through problem-solving processes where appropriate

Identifies potential major incidents and problems and highlights them to management

Forwards any necessary information to customers as required

Maintains detailed product meta data, catalogue information and product files in PDF, Excel, and other formats

Initiates correspondence with customers to follow up and/or resolve customer issues

Coordinates solutions to customer service issues, following them through to resolution

Verifies clients’ orders and payments are correct and provides shipping status updates as requested

Assists with meeting all program deadlines and objectives

Keeps abreast and current with program requirements and policies

Interfaces with contractors to resolve customer issues with products and delivery

Qualification

Customer service experienceMicrosoft ExcelITSM softwareMicrosoft WordMicrosoft SharePointHelpdesk experienceCISCO telecommunicationsProblem-solvingTime managementCommunication skills

Required

Requires 2-4 years of experience in a similar role

Minimum of 3 years' work experience involving continuous customer service activity

Bachelor's degree in relevant area, or other related field equivalent work experience. Some positions may only require an Associates degree/technical diploma, or other related field equivalent work experience

Proficient with Microsoft applications especially Word, Excel, and SharePoint with an aptitude to learn other computer programs quickly

Ability to effectively manage simultaneous assignments and prioritize with minimal supervision

Customer service aptitude

Proven ability to develop a working knowledge and understanding of business policies, practices, and procedures

Ability to follow instructions and adhere to program policies and procedures

Ability to persistently provide solutions and drive resolution of problems in accordance with internal requirements and timeframes