Back Office

Company Description

Fygaro is an eCommerce Business Generator, enabling entrepreneurs and businesses of all sizes to sell online.

Winners of the Visa Everywhere Initiative 2020, Fygaro is a leading tech-startup focused on helping SMBs and Entrepreneurs in the LAC region to adopt eCommerce into their business strategy for continued growth.

Job Description

The Back Office manages the applications within the e-commerce ecosystem. By assisting merchants and support analysts, they are responsible for the tracking of incidents and the follow-up of stakeholder requests.  They also assist in monitoring the health of the applications, while taking all the necessary actions to resolve issues in a timely manner and with a sense of urgency.

Responsibilities

• Assist with providing first and second level support for e-commerce applications;

• Identify, research, troubleshoot, and resolve technical issues by partnering with their support analyst lead to collaborate with development and cross functional product teams;

• Respond to stakeholder requests by utilizing various communication channels (ticketing system, phone, email, chat, etc.);

• Offer a high level of customer service to  stakeholders  with various degrees of technical proficiency and detailed communication;

• Document, dispatch and escalate requests when necessary;

• Follow up with stakeholders  to ensure satisfaction;

• Work directly with 3rd party support teams to troubleshoot technical bugs and other processes. 

Qualifications

Requirements

• University courses in information technology/computer science or equivalent experience;

• E-commerce experience (an asset);

• IT Project experience is an asset (if done as part of the school curriculum);

• Experience working on software is an asset (if done as part of the school curriculum/projects);

• Basic understanding of code (HTML, PHP, Javascript) is an asset.

• Excellent customer service skills;

• Excellent communication and writing skills;

• Good interpersonal skills;

• Proactive and autonomous;

• Ability to make complex information accessible;

• Curiosity to learn;

• Good working knowledge of Microsoft Office suite (particularly excel);

• Bilingualism (Spanish/English) is required both orally and in writing.

Additional Information

Perks:

• Excellent compensation.
• 100% remote work.
• Monday to Friday work schedule.
• Indefinite Term contract