Insight Global
E-Commerce Tech Support Manager
Insight Global, Houston, Texas, United States, 77246
Insight Global is looking for an E-Commerce Technical support Manager. This person is responsible for owning the client's e-commerce customer's technical support process. Partnering across departments, they ensure that when customers need technical assistance, they get the help they needed quickly. Duties will include: Create, manage, improve, and deploy technical support processes and scripts within the organization following industry standard frameworks / methodologies (ITIL and other), Deliver best practices to scale e-commerce customer service across the organization, Plan and execute processes to support business operations by developing and implementing customer service improvement strategies, Initiates ongoing collection of system-related VOC, analysis feedback and makes recommendations to prioritize enhancements, Create and implement incident, problem and change management policies and procedures, Build, publish and manage the service support catalog / knowledgebase and enable self-service through an effective service management strategy, Implement continual service improvement through process reviews, metrics reporting, and trend analysis, Partners with product owners and internal SMEs to solve more complex customer issues quickly, while capturing and disseminating new knowledge articles for use by Tier I and II support analysts, Reports and tracks defects uncovered during the customer support process, Follows up with customers and internal teams to communicate issue resolutions, Reports customer feedback, trends, and issues to stakeholders and collaborates to recommend solutions or suggest changes to website, products, or services.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Required Skills & Experience
3-5+ years' experience in online customer service operations
Experience creating and implementing process workflows and knowledge articles for incident management
Excellent troubleshooting, problem solving and analytical skills
Proficient with service management (ZenDesk, Ivanti, Service Now)
Experience with remote support and monitoring tools
Strong team player with excellent collaboration and problem-solving skills
Excellent verbal and written communication skills.
Nice to Have Skills & Experience
ITIL or related customer service management certification
Experience using JIRA, Confluence, Asana and related tools.
Knowledge of leading e-commerce systems and the e-commerce customer support journey
Familiarity with Azure Commerce Cloud (Hybris) e-commerce a plus
Bachelor's degree (Computer Science, IT or related) or a combination of relevant work experience and certifications
Experience with construction, architecture and/or manufacturing industries a plus
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Required Skills & Experience
3-5+ years' experience in online customer service operations
Experience creating and implementing process workflows and knowledge articles for incident management
Excellent troubleshooting, problem solving and analytical skills
Proficient with service management (ZenDesk, Ivanti, Service Now)
Experience with remote support and monitoring tools
Strong team player with excellent collaboration and problem-solving skills
Excellent verbal and written communication skills.
Nice to Have Skills & Experience
ITIL or related customer service management certification
Experience using JIRA, Confluence, Asana and related tools.
Knowledge of leading e-commerce systems and the e-commerce customer support journey
Familiarity with Azure Commerce Cloud (Hybris) e-commerce a plus
Bachelor's degree (Computer Science, IT or related) or a combination of relevant work experience and certifications
Experience with construction, architecture and/or manufacturing industries a plus
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.