Senior Technical Order Specialist

2 days ago

Bengaluru, Karnataka, India Wayfair Full time
Unleash Your Technical Expertise as a Senior Technical Order Specialist

We are seeking a highly skilled and experienced Senior Technical Order Specialist to join our team at Wayfair. As a key member of our customer service team, you will play a critical role in providing technical support and troubleshooting expertise to ensure seamless order management.

About the Role:

  • Job Summary: Provide expert technical support and troubleshooting for order management tools and customer relationship management (CRM) systems.
  • Key Responsibilities:
    • Respond promptly to incidents affecting order management systems used by the Customer Service team.
    • Troubleshoot and resolve issues with order management tools and CRM systems to minimize disruption to customer service operations.
    • Act as a critical player in major incident response scenarios, working closely with platform engineers to quickly restore service and mitigate impact on customers and the business.
    • Collaborate closely with platform engineers to provide constructive feedback on order management tools, identifying areas for improvement and prevention of future issues.
    • Extract and analyze patterns from incident reports to propose improvements for order management system and CRM.
    • Add to and maintain a known error database (KEDB) in conjunction with team members.
    • Develop and maintain documentation for troubleshooting procedures and incident resolution.
    • Document, organize, and track incidents into problems so they can be escalated to the appropriate platform engineering team for resolution.
    • Communicate and work closely with business stakeholders and engineering partners.
    • Provide training and support to junior and new team members that covers systems, policies, procedures, and core processes.
    • Train, build, and share knowledge with end-user support teams to enable them to better support their stakeholders and solve issues.
    • Stay up-to-date with new features and workflows added to order management systems.
  • Requirements:
    • Proven experience in technical support or a similar role, with a focus on incident response and troubleshooting.
    • Strong understanding of order lifecycle management and customer service processes.
    • Excellent problem-solving skills and ability to work under pressure during major incidents.
    • Effective communication skills, with ability to convey technical information to non-technical stakeholders.
    • Experience working with cross-functional teams to improve tools and systems.
    • A customer-centric mindset, with commitment to ensuring high-quality experience for both internal users and external customers.
    • Proficiency in SQL scripting: Experience constructing statements/script to manipulate data to help remove roadblocks/obstacles that may be impacting workflows on the floor.
    • Proficiency in data analytics and visualization tools: Datadog, Kibana, and Google Big Query.
  • Salary: $120,000 - $150,000 per year, based on experience and qualifications.
  • Benefits: Competitive benefits package, including health insurance, 401(k), and paid time off.
  • Location: Boston, MA or Berlin, Germany.

We are an equal opportunity employer and welcome applications from diverse candidates. If you have the skills and experience we're looking for, please submit your application. Estimated salary range is based on location and experience.

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