E Commerce - Technical Co-Ordinator & Ops Executive.

E-Com : Technical Coordinator & Operations Executive

Key Responsibilities:

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.

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.

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.

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.

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.

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.