IT & eCommerce Support Specialist

We are seeking a detail-oriented and proactive IT & eCommerce Support Specialist to manage and resolve technical support requests, maintain IT systems, and assist with eCommerce platform operations. This role is responsible for handling Zendesk tickets, supporting Office 365 administration, onboarding/offboarding processes, and providing Tier-1 support for eCommerce systems. This is a hybrid role and requires a minimum of 3 days in the office per week.

Key Responsibilities:

• Zendesk Ticket Management o Provide initial and timely responses to all IT/eCommerce-related Zendesk tickets. o Ensure consistent follow-up with internal and external users until resolution. o Monitor and maintain the IT support queue to ensure SLAs are met.
• Documentation & SOPs o Create and maintain internal documentation for IT and eCommerce processes. o Develop and update Standard Operating Procedures (SOPs) to ensure consistency and compliance.
• Office 365 Administration o Manage user accounts: create, delete, and configure email accounts. o Assist users with Outlook setup and Office suite installations. o Handle Microsoft Teams installation requests. o Submit support requests to Microsoft when necessary.
• Onboarding & Offboarding o Coordinate with HR to fulfil onboarding/offboarding tasks. o Set up IT access and tools for new hires and revoke access for departing employees. o Provide Exchange/email support to franchisees.
• eCommerce & Software Support o Deliver Tier-1 support for the eCommerce platform. o Assist customer onboarding o Troubleshoot and escalate issues as needed. o Review API rate requests and assist with customer/franchise onboarding. o Collaborate with eCommerce developers to resolve escalated issues.
• Internal/External IT Support o Manage IT asset inventory and procurement.

o Obtain quotes and submit purchase requests for hardware/software. o Support ad hoc requests from management.

Qualifications:

• Proven experience in IT support or helpdesk roles.
• Familiarity with Zendesk, Office 365, Microsoft Teams, and Zoom Phone.
• Basic understanding of eCommerce platforms and API integrations.
• Strong documentation and communication skills.
• Ability to multitask and prioritize in a fast-paced environment.