Ecommerce Analyst

Job Description 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 - Jogeshwari west head office Request applications of candidates suiting this role as per relevance. Interested candidates can share their resume on [Confidential Information] or apply on this post.