Digital Support Specialist

As a Digital Support Specialist, you will support a leading eCommerce platform and its users, helping customers and partner organizations successfully navigate the platform and complete transactions. This role combines customer support, technical troubleshooting, data analysis, and system integration support to ensure a seamless user experience.

You will act as a primary point of contact for support inquiries, investigate technical issues, monitor system performance, and collaborate with cross-functional teams to resolve problems and improve processes.

Key Responsibilities

• Serve as the primary support contact for customers and business partners.
• Provide guidance on platform functionality and best practices.
• Respond to inquiries, investigate issues, and deliver timely resolutions.
• Escalate complex business or technical issues to the appropriate teams.
• Support integrations between business systems and digital platforms.
• Utilize technical tools to troubleshoot connectivity and data flow issues.
• Monitor support tickets to ensure timely follow-up and resolution.
• Analyze transaction failures, status updates, and system errors to identify trends and recurring issues.
• Track systemic issues and provide feedback regarding defects and enhancement opportunities.
• Develop and monitor key performance indicators (KPIs) related to support performance and operational trends.
• Identify opportunities for process improvements and proactive solutions.
• Participate in testing, implementation, and troubleshooting of digital solutions.
• Collaborate with technical, business, and operational teams on ongoing initiatives.

Required Qualifications

• Bachelor's degree in Business, Information Systems, Operations, or a related field preferred.
• Minimum of 2 years of experience in:
  • Technical customer support
  • Software operations
  • Application support
  • eCommerce support
  • Troubleshooting technical issues
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving abilities.
• Ability to learn new systems and technologies quickly.
• Ability to manage multiple priorities and adapt in a fast-paced environment.
• Continuous improvement mindset focused on operational efficiency and process enhancement.

Preferred Qualifications

• Experience supporting software platforms, web applications, or eCommerce solutions.
• Experience with ticketing and customer support platforms.
• Familiarity with APIs, web services, and system integrations.
• Experience with reporting, analytics, and business intelligence tools.
• Understanding of online ordering, payment, or digital commerce processes.
• Experience working within Agile environments or with collaboration tools.
• Industry experience supporting dealer, franchise, partner, or distribution networks.