- Provide reactive support to assigned customers by capturing information on issues, diagnosing the cause/source of issues and preparing technical briefs for various team members to further progress with diagnostics and resolution of the issues. Acting as a conduit between the internal development team and the customer.
- Triage website issues, feature requests and bug fixes, based on business impact and urgency. Manage several clients and perform under pressure to meet SLA’s.
- Regularly diagnose and troubleshoot complex system issues and evaluate best solutions possible across various eCommerce platforms including Magento (Magento 1 Enterprise and Magento 2 Commerce) and BigCommerce.
- Collect, analyse and document business and technical requirements from the assigned clients for new feature development based on the available functionality of the client implementations and underlying platforms.
- Provide functional and technical training to team/ stakeholders.
- In collaboration with company stakeholders create and maintain project charters, project plans and implementation briefs for enhancement of the client eCommerce implementations and optimisation of the business processes.
- Conduct scoping sessions to gather systems requirements to prepare systems specifications.
- Propose custom features to provide optimal solutions to business needs and regularly create and maintain both training documentation, test plans and technical specifications across website features, eCommerce architecture and infrastructure diagrams across wiki’s & data modelling diagrams to ensure quality assurance and integrity across systems.
- Conduct audit inspections across all eCommerce systems to ensure best process and operational procedures are adhered to. Host retrospectives to educate and advise improvements and plans of action for quality control.