Seller Support

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)