eBusiness Support Specialist

Sacramento, CA, United States

Job Description eBusiness Support Specialist - 39967 **Description**

**eBusiness Support Specialist**

* **Preferred Work Location: Sacramento, CA**

**How**

The responsibility of the eBusiness Support Specialist (eBSS) is to serve as the primary point of contact for external customers and internal associates, regarding issues, concerns, questions utilizing communications methods including, but not limited to, phone, email and/or chat for prompt resolution and timely follow up. This position reports directly to the Supervisor, eBusiness Specialist Support. The eBusiness Support Specialist performs customer facing technical triage with a focus on Airgas.com. These efforts are critical in supporting both internal and external customers to troubleshoot issues and/or outages as well as respond to inquiries. Subsequently this role is responsible for confirmation, recreation and/or validation of issues via issue reports, along with capturing and documenting relevant information, as part of the escalation process, to a shared services technical team. The eBusiness Support Specialist utilizes software and web administration tools related to internal/external customer inquiries and experiences including but not limited to:

* Online registration

* Web-site training and explanation of site features

* Mobile re-order app training and explanation of app features

* Reporting site and/or mobile re-order app performance

* Noting, documenting and tracking of recommendations for site and/or mobile re-order app enhancements, improvements and/or defects

* Troubleshooting/reporting end user connectivity and submission via reporting tools such as Google forms and iSupport (IT helpdesk application)

* Provides support via the online Chat feature

* Develops, maintains and identifies areas to automate Chatbot responses

* Maintains and possesses in-depth knowledge of the Airgas Online Chat offering via the Genesys Console, used to institute chat

This person participates on project teams as a deemed expert on Airgas.com for enhancements and implementation of new functionality, which may include SAP, Hybris cockpit tools.

**In particular, you will:**

* Act as subject matter expert for both internal and external customers regarding website functionality and technical support escalation.

* Set up, maintain and register authenticated Airgas.com users for website access, assisting with modification requests, login credentials, creation of new customer accounts, linking of accounts to users, disabling users, and assistance of online order lists.

* Performs initial website technical triage, including documentation for issue escalation to the shared services technical team.

* Utilizes software and web administration tools related to reported internal/external customer issues, including, but not limited to, SAP, Hybris cockpit tools, Chat Admin tools and submission of iSupport tickets (IT helpdesk application).

* Professionally responds and communicates to questions utilizing phone, email, or chat. Questions can range from routine to complex customer inquiries regarding products/services; if applicable routes requests to appropriate Airgas Associate and/or Sales Office and coordinates handoffs, ensuring customer satisfaction with resolution path.

* On-going projects involving pricing, catalog additions, SAP data updates, producing reports and more.

* Provide systematic approach to troubleshooting with online users and/or replicating user experience, document details, escalate information to technical team(s) and help communicate and coordinate resolution.

* Provide status updates on open iSupport tickets to appropriate teams for prompt resolution.

* Capture, track and publicize, through ePMO (eProject Management Office) process, website improvement opportunities and defects, communicated by internal and external users. This effort includes testing, analyzing and/or validating various website technical enhancements and issues through multiple hardware and software tools; report validated findings.

* As needed, with direction from Supervisor, perform after-hours testing during the weekend Monthly Release schedule and/or before or after appropriated business hours, to validate defect resolution and new enhancements. Report findings to the technical team to ensure success validation for deployment into the production environment.

* Host virtual website demonstrations and training sessions for external/internal Airgas.com users to promote web/eBusiness Solution channel adoption.

* Work closely with eBusiness personnel and Regional/National Account teams to ensure successful customer website implementations increase sales growth, digital growth (through active accounts) and adoption of the eBusiness channel.

* Complete daily reports related to responsibilities as directed by Supervisor.

* Perform all other position related duties as assigned, or requested.

**Qualifications**

* High School Diploma/GED or BS/BA

* SAP, including Business Warehouse knowledge, preferred but not required

* Experience with Hybris is preferred

* At least 3+ years of Customer Service experience preferred

* Demonstrated troubleshooting experience, especially involving internet browsers

**Knowledge, Skills & Abilities:**

* Commit to work safely and grow safety awareness among peers

* Interpersonal skills with ability to deal with difficult situations in a diplomatic and professional manner

* Exemplary communication skills with emphasis on exuding professionalism in all situations

* Excellent oral and written communication both verbally and in writing; listens and clarify information as needed.

* Strong computer skills: Google Kite platform is a plus and MS Word & Excel, previous eCommerce support Microsoft Office software Applications, such as, SharePoint, Word and Excel ( Access and Power BI a plus)

* Understanding of eBusiness/eCommerce, eProcurement practices.

* Comfortable working independently, within a team environment and across the organization knowing who to engage to achieve results.

**Your differences enhance our performance**

At Airgas, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status, or disability

**Primary Location**

: United States-California-Sacramento-95819

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