Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. We are seeking an experienced Business Support Lead to join our HP Store team. The successful candidate would be expected to lead a team of Global Business Support resources in solving common to complex (basic technical) business issues and recommend appropriate solutions across multiple ecommerce online platforms. You will have the opportunity to lead and organize the Global Support team to provide World Class Customer Service experience to internal and external customers. You would collaborate with internal business stakeholders, external end customers, sales, technical solutions and service teams to deliver the resolutions that solve the reported complex and challenging ecommerce issues. You identify the impact to business with business stakeholders, track and report on the progress of the resolution, managing escalation and deliver communication on the recovery plan. Applies advanced subject matter knowledge to support End to End tickets logged into the HP Store Business Support ticket queue linked to the HP Online Stores and has the responsibility of ensure the tickets are solved with quality, on time and meeting the customer’s requirement. Maintains daily contact with the different stakeholders and teams which are working closely with the HP Store teams.
Responsibilities:
Working with cross regional and functional teams to provide Customer Support activities
Be the point of contact for our internal and external customers whom need help, helping them to solve their problems via the various functional teams
Assess risks and anticipate bottlenecks caused by reported issue, effectively communicate on the major incident
Provide critical issue and escalation management, balance trade-offs, and drive discussion when need risk-taking decision that maximize business value
Provide basic technical advice in first and 2nd level support to users on IT systems of the HP Store e-commerce environment.
Support the store with hands on experience and knowledge in Magento 2.x version and Mulesoft
Manage escalations and follow up with different IT systems specialists (IT asset owner).
Set up, administer and support Atlassian Tools: JIRA, JIRA Service Desk or Confluence
Log cases with good understanding what each case is about in Atlassian Tools and other ticket tracking system used at HP to ensure tracking of every incident and help to drive to solve the issues.
Report on Frequently Asked cases monthly and evaluate the need to enhance systems.
Part of the Change Request/Enhancement request chain of proposals for future e- commerce store functionality releases.
Test new releases before moving to production (agile testing).
Report on bugs; document and request support appropriately to development teams.
Test final releases upon moving into production (frequently out of working hours).
Provides guidance and mentoring to less- experienced team members and other stakeholder where requested on usage of our tools and processes.
Demonstrate strong leadership and excellent in communication
Willing to step up to take on expanded role as project resource where needed
Act as key enable to transit from project to support
Strong Business Acumen especially in Ecommerce
Bachelor's or Master's degree in Engineering, Computer Sciences, or equivalent. HTML, JavaScript, CSS or SQL knowledge is a plus.
Typically >6-8 years’ experience, with not less than 4-6 years of working in supporting ecommerce environment
Experience in ticket support tools and software packages to create, manage, and track ticketing results.
Strong analytical and problem solving skills, with excellent written and verbal communication & presentation skills, mastery in English and local language.
Strong Change Management and Negotiation skill with ability to manage and deal with conflict situations and changing environment
Ability to effectively communicate on details of logged queries to next level support teams and propose options and solutions
Organized and good understanding of Agile methodology and versions control.
Strong collaboration skill with peers, cross functional teams and project teams, business users, manager, and external and internal service delivery partners.
High level of initiative and integrity. Possess creative ability, credibility and self-confidence.
Knowledge and Skills:
Advanced writing and editing for the web - required minimal peer or manager edits needed.
Proven strong communication skill and analytical skills (trouble shooting, business impact analysis, measurement, ROI, forecasting).
Strong organization and program management skills.
Ability to link interactive plans and activities to business results.
Strong knowledge and understanding of interactive media, tools and technologies (all channels and pricing models) to help in analysis issues reported by customer.
Strong knowledge of Internet principles and web site production.
Proven experience managing escalation, leading, driving and measuring virtual teams toward common goal.
High levels of tact and diplomacy.
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