Seller Support - Techno functional

The Seller Support (Techno Functional) Associate will serve as the primary partner support contact for e-commerce sellers and their solution providers, focusing on API integration and troubleshooting. This role requires a blend of technical proficiency and client-facing skills to ensure seamless integration and exceptional support.

Job Responsibilities:

• Partner Support

  : Act as the primary solution provider for sellers and their solution providers/SPOCs, addressing technical issues and concerns related to API integration.

• Communication

  : Engage with clients sellers/ solution providers over multiple communication channels (phone, email, chat) to provide a world-class experience and achieve successful first-time resolution of issues.

• Technical Analysis

  : Analyse code and perform API integrations, ensuring smooth connectivity between e-commerce tools and other systems.

• Process Improvement

  : Identify and implement process improvements, develop internal documentation, and contribute to a collaborative team environment.

• Relationship Management

  : Establish and maintain productive working relationships with current and potential sellers/partners.

• Cross-functional Liaison

  : Work with departments such as Customer Service, Site Merchandising, Category Management, Technical Support, Investigations, and Payments to resolve issues and answer questions.

• Performance Metrics

  : Maintain high performance metrics including quality, productivity, first contact resolution, and attendance.

• API Integration and Troubleshooting

  :
• Maintain API integrations between e-commerce tools and other systems.
• Troubleshoot and resolve API integration issues promptly.
• Provide technical support to internal teams and external partners regarding API usage and integration.
• Document integration processes, technical specifications, and user guides.

• Solution Collaboration

  :
• Work closely with solution providers to understand their API capabilities and limitations.
• Liaise with sellers to understand their e-commerce tool requirements and provide tailored solutions.

• Continuous Improvement

  :
• Stay updated with the latest trends and best practices in API integration and e-commerce technologies.
• Recommend and implement improvements to enhance integration efficiency and performance.

Needs to Have:

Techno Functional Associates with coding knowledge, neutral accent, good written and spoken communication skills in US English, and experience in client/seller interaction, particularly in the North American market.

• Experience

  :
• Relevant: Minimum of 2 year for M02s, and 4+ years for M03s.
• Client/Seller Facing: Minimum of 1 year for M02s, and 2 years for M03s.

• Technical Skills

  :
• Proficiency in programming languages such as C, C++, Java, HTML, JavaScript, SQL, and PeopleCode.
• Strong understanding of API integration and ability to maintain and troubleshoot API integrations between e-commerce tools and other systems.

• Soft Skills

  :
• Proficiency in US English, with excellent written and oral communication skills.
• Strong customer orientation, attention to detail, and adaptability to changing business needs.
• Proficiency in MS Office applications, specifically Excel, and familiarity with web browsers.
• Logical reasoning, data interpretation, and good data handling skills.

About You:

• Smart and Detail oriented
• Analytical, logical and practical in approach to solving complex problems
• Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers
• Collaborative and ability to maintain strong follow through on actions
• Excellent critical thinking skills.
• Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
• Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.

Shift timings- Night shift (US)Working Hours 9 hours 5 days a week (2 rotational weekly Offs)