ROLE PURPOSE
Responsible for frontline support of Samsung’s e-commerce platforms, ensuring smooth operations by managing incidents, monitoring system performance, and resolving issues efficiently. The role combines technical troubleshooting with operational oversight and close collaboration with internal teams and external partners.
KEY RESPONSIBILITIES
- Serve as the primary contact for platform issues reported via Jira or other channels.
- Investigate and resolve incidents across SAP Hybris, AEM, and integrated systems, escalating when needed.
- Monitor order flows and system health, addressing issues such as failed payments or stuck orders.
- Handle order-related tasks including refunds, cancellations, and customer data requests.
- Collaborate with eStore teams, customer support, logistics, and payment providers to resolve issues.
- Support root cause analysis and drive continuous improvements.
- Maintain documentation, knowledge base articles, and operational guides.
- Provide insights on recurring issues and opportunities to enhance customer experience.
REQUIREMENTS
- Experience in technical support or e-commerce operations.
- Understanding of e-commerce platforms and order lifecycle (SAP Hybris is a plus).
- Strong troubleshooting and analytical skills.
- Familiarity with payment systems and order management.
- Experience with tools like Jira, Confluence, or similar.
- Excellent communication and stakeholder management skills.
- High attention to detail; proficiency in Excel is an advantage.
TOOLS & PLATFORMS
Jira, Confluence, SAP Commerce Cloud (Hybris), AEM, Microsoft Office Suite