Shopify Website Associate

Description

Position Summary:

The Shopify Website Associate within our Commercial Platform Team is responsible for providing technical support and exceptional customer service to our E-commerce, Retail, and Wholesale teams. This role ensures the seamless operation of our business applications, enhances operational efficiency, and facilitates a smooth user experience for team members. While this is a remote position, it requires regular collaboration across multiple teams as well as independent contributions. Success in this role requires technical expertise, strong problem-solving skills, and a commitment to delivering superior service.

Primary Duties and Responsibilities:

• Monitor and triage incoming support tickets related to the Shopify DTC, POS, and B2B platforms in Asana, ensuring all necessary information is provided and effectively prioritizing based on impact and urgency.
• Quality Assurance – Conduct thorough testing reported issues and new features and enhancements to ensure they meet quality standards and are free of errors or bugs.
• Manage web product catalog data – Manage, update and routinely audit product catalogs across Shopify stores, ensuring stores remain in sync with one another and our ERP in collaboration with Planning, Wholesale, and e-commerce
• Provide User support through ticket resolution, training and documentation to improve user proficiency and collection of feedback to identify areas for improvement
• Maintain systems and technical documentation to ensure accuracy, clarity, and accessibility for team members and facilitate effective issue resolution.
• Fraud Prevention – monitor online transactions, and work with Customer Care to resolve fraud disputes and concerns.
• Collaborate with internal teams including IT, Finance, E-commerce, Retail, and Planning to understand requirements and provide ongoing support and enhancements to existing systems as business needs evolve.
• Order Management – manage and resolve issues related to order discrepancies in a timely manner to ensure accuracy in data and customer satisfaction.

Qualifications

Qualifications Required:

• Bachelor’s degree in a relevant field (e.g. computer systems, information systems, information technology, or computer engineering), or equivalent practical experience.
• 1-3 years of experience in e-commerce support or a related role.
• Familiarity with ticketing systems, preferably Asana.
• Basic understanding of e-commerce platforms such as Shopify
• Strong problem-solving skills and attention to detail.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team in a remote environment.
• Eagerness to learn and adapt to new technologies and processes.
• Flexibility to respond to incidents in and out of regular working hours.

Qualifications Desired:

• Basic understanding of HTML & CSS.
• Familiarity with ERPs, preferably NetSuite
• Knowledge of Microsoft Excel (Google Sheets) and Google Suite.
• E-Commerce platform management; Shopify Plus experience preferred

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

Other:

This role will require the occasional need to answer phone calls and/or to address tickets outside of typical working hours (on-call support).

This role will require travel to headquarters in Windsor VT up to once/quarter. 

Simon Pearce is committed to the policy of equal employment opportunity and to provide all employees with the work environment necessary to enable them to advance on merit as far as their talents and skills will take them, without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, status as a protected class of veteran, or any other legally protected status.