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**Digital Customer Experience Support**
Role Overview:
An eCommerce Support team member that handles both internal and external requests related to eCommerce/Portal operations. This role involves providing timely and effective support to ensure smooth eCommerce/Portal activities.
**Key Responsibilities**:
**Customer Inquiries**:
- Assist customers with order processing, payment issues, and account management.
- Provide information on products, services, and promotions.
- Internal Support:
- Address internal requests from various departments (e.g., marketing, sales, logistics) related to eCommerce/Portal operations.
- Support the eCommerce/Portal team with administrative tasks and data management.
- Issue Tracking and Resolution:
- Log and track all support requests in the ticketing system.
- Work with IT and development teams to resolve technical issues.
- Escalate complex issues to the appropriate teams and follow up until resolution.
- Data Analysis and Reporting;
- Capturing feedback and share it with the Project teams;
- Analyze support request trends and identify areas for improvement.




- Generate regular reports on support activities, including response times, resolution rates, and customer satisfaction.
**Process Improvement**:
- Contribute to the development and improvement of support processes and workflows.
- Provide feedback to improve the eCommerce platform/Portal and user experience.
- Training and Documentation:
- Create and maintain support documentation, FAQs, and user guides.
- Train new team members on support procedures and best practices.
**Skills and Qualifications**:
- Experience in eCommerce operations and customer support.
- Strong communication and interpersonal skills.
- Proficiency in using support ticketing systems (SAP, SFDC, Hybris)
- Ability to multitask and manage time effectively.
- Analytical skills and attention to detail.
- Advanced English level.
LI-Hybrid
Additional Information
- ** JOB ID**:HRD
- ** Category**:Customer Experience
- ** Location**:Av. Salvador Nava Martinez 3125,San Luis Potosi,SAN LUIS POTOSI,78260,Mexico
- Exempt

📌 Digital Customer Experience Support (San Luis Potosí)
🏢 Honeywell
📍 San Luis Potosí