Education: Job Description:
Understand business flows, tools, trouble shoot and support seller issues using tools.
Run regular liaison meetings between sellers, market place aggregator and business to review overall operational metrics.
Ongoing management of seller issues, queries and operational issues.
Coordination of issue resolution across business, production support, business support analyst and functional teams in the context of specific issues.
Identify trends to figure out hotspots for effort and support cost drivers – work with PM and Engineering to build features and tools to reduce costs.
Process improvements to reduce ongoing support costs.
Institute and monitor support case resolution metrics and drive efficiencies.
Identify systematic issues that need fixes across systems until hand off to production support/Engineering/Product teams via backlog for implementation.
Understand seller setup process and educate sellers on process, requirements and timelines for on-boarding process.
Work with internal teams to set up appropriate systems, code promotions into production until seller can go live.
Understanding of integration interfaces, lower level systems at UI/debugging level to be able to bring on new direct sellers.
Help to integrate partners to MP infrastructure
Bachelor's Degree and 4 years experience
Prior experience in leading teams
Additional Preferred Qualifications
Experience in using market place portal and other supporting tools, alerts, reports and analytics.
Basic knowledge in Java, web services and database.
Ability to summarize and present complex issues to a variety of audiences: technical and non-technical