Job
Description
E-Com : Technical Coordinator & Operations Executive Key Responsibilities: 1. Technical Support: Coordinate with Technical Team for technical issues, ensuring that complex, recurring & day-to-day problems are resolved with minimal disruption to operations with the help of technical and operation team. Monitor and manage support Email, tickets, ensuring proper prioritization and quick resolution with the help of tech team. Good knowledge, learner and fast adapter of our internal systems, tools, etc. 2. Operations Management: Oversee day-to-day technical operations & Content updating for ensuring smooth functioning and seamless delivery of website services. Develop SOPs for support processes, ensuring efficiency and consistency. Track KPIs related to technical support and operational efficiency, driving improvements where necessary. Website Related Content and bank schemes updating and Management for the website. 3. Internal Coordination: Coordinate internal teams to facilitate rapid issue resolution, fostering a collaborative and effective environment. Conduct regular meetings with internal teams to understand their technical challenges, set priorities, and address it to technical team. 4. External Coordination: Serve as the primary point of contact for external agencies or partners regarding technical issues, escalating matters when necessary. Prepare technical documentation and communication for external agency, ensuring clarity and accuracy in all interactions. 5. Problem Solving: Identify, analyze, and resolve complex technical issues through proactive troubleshooting methods with the help of tech team. Implement root cause analysis and develop processes to prevent recurring issues, reducing downtime and improving customer experience on website. Continuously identify areas for process improvement and work on optimizing workflows and operational systems. 6. Reporting & Documentation: Maintain detailed and organized records of technical issues, resolutions, and External agency interactions. Generate regular reports on operational performance, ticket resolution metrics, and team satisfaction. Develop and update documentation, FAQs, and knowledge base articles to empowering seamless website purchase journey and reduce the volume of support requests. Skills: Good experience in technical operation support. Experience with operations management and coordination. Excellent problem-solving and critical-thinking abilities.• Good communication skills, with the ability to translate complex technical information into understandable terms. Proven ability to manage internal teams and external stakeholder relationships. Technical knowledge of [relevant technologies, systems, software, Content Management]. Ability to work in a fast-paced, ever-changing environment.
