Magento Support Analyst
Come and join one of the most progressive, exciting and ambitious ecommerce agencies in the UK.
As a Magento Support Analyst you will be responsible for providing technical support and assistance in the day to day running, operations and management of our clients ecommerce businesses on Magento 2.
This is a critical role providing a vital contribution to our clients' success.
We are looking for someone who has experience in support and troubleshooting application software; someone who has strong analytical and problem solving skills; someone who can communicate at all levels of technical understanding; someone who can deliver exceptional customer service that makes a real difference for our clients.
GENE COMMERCE is a leading ecommerce agency that has evolved from being a boutique ecommerce agency in Brighton, UK to one of the leading certified Magento Enterprise Partners with an international reputation.
Our clients partner with us because they need a specialist that can out-think and out-manoeuvre their competitors and provide a level of service they won't find anywhere else.
As a Magento Support Analyst you must have solid technical knowledge of the Magento 2 platform and be able to communicate effectively to understand the problem and find its solution.
You will be customer-oriented and patient to deal with difficult customers absorbing and retaining information quickly, answering questions in a user-friendly language, presenting solutions and finding resolutions quickly and effectively, preserving the company's reputation.
Duties and Responsibilities? 1st and 2nd line support during UK business hours
? Triage and take responsibility for incidents, investigate the root cause and follow their lifecycle through to resolution
? Take a proactive approach to all incidents and problems raised
? Support our delivery teams to ensure that major incidents are documented thoroughly, escalated properly and that client expectations are handled appropriately
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