Back Office

About the Role

As a key member of the Back Office team, the selected candidate will be responsible for tracking incidents, following up on stakeholder requests, and collaborating with development teams to resolve technical issues. This role is ideal for candidates who are passionate about e-commerce, possess strong problem-solving skills, and are able to work independently in a fast-paced environment.

The Back Office team at Fygaro is a dynamic and supportive group of professionals who are dedicated to delivering exceptional customer service and ensuring the smooth operation of the company's e-commerce applications. The successful candidate will have the opportunity to work closely with this team, sharing knowledge and expertise to drive continuous improvement and innovation.

What You Will Do

• Provide first and second-level support for e-commerce applications, responding to stakeholder requests and resolving technical issues in a timely and efficient manner
• Collaborate with support analyst leads to identify, research, and troubleshoot technical problems, partnering with development teams to implement solutions
• Utilize various communication channels, including ticketing systems, phone, email, and chat, to respond to stakeholder requests and provide updates on issue resolution
• Offer high-level customer service to stakeholders with varying degrees of technical proficiency, providing clear and concise communication and ensuring prompt resolution of issues
• Document, dispatch, and escalate requests as necessary, following up with stakeholders to ensure satisfaction and resolving any outstanding issues
• Work directly with third-party support teams to troubleshoot technical bugs and other processes, collaborating to implement solutions and improve application performance
• Monitor the health of e-commerce applications, identifying areas for improvement and implementing changes to optimize performance and minimize downtime
• Develop and maintain technical documentation, ensuring that all stakeholders have access to accurate and up-to-date information on application functionality and technical requirements

What We Are Looking For

• University courses in information technology or computer science, or equivalent experience
• E-commerce experience, preferably in a similar role or industry
• IT project experience, either through academic coursework or professional projects
• Experience working with software applications, particularly those related to e-commerce or IT
• Basic understanding of code, including HTML, PHP, and JavaScript
• Excellent customer service skills, with the ability to communicate complex technical information in a clear and concise manner
• Good interpersonal skills, with the ability to work effectively in a team environment and build strong relationships with stakeholders
• Proactive and autonomous, with the ability to work independently and make decisions in a fast-paced environment
• Good working knowledge of Microsoft Office suite, particularly Excel
• Bilingualism in Spanish and English, both written and spoken

Nice to Have

• Experience working with e-commerce platforms, such as Shopify or Magento
• Familiarity with IT project management methodologies, such as Agile or Scrum
• Knowledge of cloud-based technologies, such as AWS or Azure
• Certification in IT or a related field, such as CompTIA or Cisco

Benefits and Perks

• Excellent compensation package, with a competitive salary and benefits
• 100% remote work arrangement, with the flexibility to work from anywhere
• Monday to Friday work schedule, with a standard 40-hour workweek
• Indefinite term contract, with opportunities for professional growth and development
• Access to cutting-edge technologies and tools, with ongoing training and support
• Collaborative and dynamic work environment, with a team of experienced professionals
• Opportunities for professional growth and advancement, with a focus on innovation and continuous improvement

• Tip: When applying for this role, be sure to highlight your technical skills, particularly in Excel, and demonstrate your ability to communicate complex information in a clear and concise manner.
• Tip: As a remote worker, it's essential to have a dedicated workspace and a reliable internet connection to ensure seamless communication and collaboration with the team.
• Tip: Be prepared to provide examples of your experience working with e-commerce applications and providing technical support to stakeholders.
• Tip: Showcasing your problem-solving skills and ability to work proactively in a fast-paced environment will be crucial in this role.
• Tip: Don't hesitate to ask about the company culture and team dynamics during the interview process, as this will give you valuable insights into the work environment and expectations.
• Tip: Highlight your bilingual skills in Spanish and English, as this is a requirement for the role, and demonstrate your ability to communicate effectively with stakeholders in both languages.
• Tip: Be prepared to discuss your experience working with IT project management methodologies and cloud-based technologies, as these are desirable skills for the role.