Careers
Position: Technical Account Analyst
Closing Date: 21st December 2011
Location: Barcelona
The Technical Account team supports GSI client ecommerce managers. The Technical Account Analyst (TAA) plays the role of a ‘technical help desk’. They specialize in the technical understanding of the tools that our clients’ ecommerce managers use to manage and merchandise their websites.
The following describes the responsibilities of a TAA:
• Managing of communication with customers
• Quick learning of customer infrastructure, processes, contacts and the functionalities of the new systems
• Order flow monitoring/ analyzing non-standard errors/ problems – proposing solutions
• Troubleshooting/ error management
• Educating of partners personnel / responding to technical queries
• Documenting of the established processes
• Communicate issues to cross-functional partners and facilitate dialogue through to resolution (equivalent to third party interfacing) / Managing the third party relationship
• Data reconciliation between different third parties we interfacing with and our system / clean up
• Reporting to client
• Testing of new implementations/ fixes
• Rapid and effective response in critical situations
• Order error processing to ensure all orders are processed in a timely manner
• Responsible for internal, ticketing system – responsible for receiving, assigning and monitoring ticket resolution. Accountable for pushing tickets to resolution within SLA. Role requires working with several internal resources – coordination and influencing peers
Minimum Requirements:
• Customer oriented thinking / Proven record in establishing excellent client-relationships
• Strong written and verbal communication skills / highly articulate, good telephone manner
• Ability to multi-task / Ability to learn quickly and to think on your feet / Ability to adapt to the rapid changing environment / Ability to work under pressure
• Proactive and with a get-the-job-done approach / Capability to work independently with little supervision
• Ability to prioritize and independently driven to meet deadlines
• Strong organizational and analytical skills
• Able to understand complex systems and processes
• Language Fluency –English, and either/or German/ French desirable
• Content to work as a team member
• One year of related Customer Support experience preferable in IT environment
• Good computer skills with knowledge of MS program suite (MS Word, Excel, Powerpoint)
• Intermediate skill level in HTML, XHTML, XML, RSS, PHP, JavaScript, Flash, MySQL, CSS, Dreamweaver and other webmaster/webdesign tools
• Experience of working in a internet technology, client-facing role
• Third-level education
Desirable Requirements:
An analyst is in constant contact with our Partner´s own support teams and for this reason they must have ´customer facing skills´ such as tact, patience and excellent communication capabilities. So, we expect a TAA to be:
• Mature and responsible
• Capable of speaking and writing English and at least one other language
• Able to represent GSI Commerce in the presence of a Partner
• An outgoing personality (not shy or reticent)
• Able to learn quickly
• Optimistic with a ´can do´ attitude
• Cool under pressure (stress resistant)
If you would like to apply for this position please forward your CV along with a covering letter to verheei@gsicommerce.com
