Ecommerce Analyst

Company Description

Vijay Sales (INDIA) Private Limited, founded in 1967, has grown from a small electronics showroom in Mahim, Mumbai to one of India's largest retail chains with 167+ stores across major cities including Mumbai, Delhi, Pune, Ahmedabad, and Hyderabad. Offering over 3,500 products across 11+ categories, Vijay Sales is dedicated to providing high-quality electronics and exceptional customer service. The company prides itself on its core values of honesty and commitment to customers, partners, and associates. Vijay Sales is a leader in the retail industry, delivering a world-class shopping experience and continuously striving to offer the best value for customers.

Role Description

Key Responsibilities:

1. Technical Support:

o 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.

o Monitor and manage support Email, tickets, ensuring proper prioritization and quick resolution with the help of tech team.

o Good knowledge, learner and fast adapter of our internal systems, tools, etc.

2. Operations Management:

o Oversee day-to-day technical operations & Content updating for ensuring smooth functioning and seamless delivery of website services.

o Develop SOP's for support processes, ensuring efficiency and consistency.

o Track KPIs related to technical support and operational efficiency, driving improvements where necessary.

o Website Related Content and bank schemes updating and Management for the website.

3. Internal Coordination:

o Coordinate internal teams to facilitate rapid issue resolution, fostering a collaborative and effective environment.

o Conduct regular meetings with internal teams to understand their technical challenges, set priorities, and address it to technical team.

4. External Coordination:

o Serve as the primary point of contact for external agencies or partners regarding technical issues, escalating matters when necessary.

o Prepare technical documentation and communication for external agency, ensuring clarity and accuracy in all interactions.

5. Problem Solving:

o Identify, analyze, and resolve complex technical issues through proactive troubleshooting methods with the help of tech team.

o Implement root cause analysis and develop processes to prevent recurring issues, reducing downtime and improving customer experience on website.

o Continuously identify areas for process improvement and work on optimizing workflows and operational systems.

6. Reporting & Documentation:

o Maintain detailed and organized records of technical issues, resolutions, and External agency interactions.

o Generate regular reports on operational performance, ticket resolution metrics, and team satisfaction.

o Develop and update documentation, FAQs, and knowledge base articles to empowering seamless website purchase journey and reduce the volume of support requests.

Candidate Qualifications:

• 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.

Job location

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