eCommerce Web Support Analyst Contract to Hire Onsite with 2 days remote Portland, OR 97208 The ideal candidate has experience in a support role, with the ability to effectively identify and resolve unique problems. You should also have excellent verbal and written communication. The ability to work effectively with a variety of people in a diverse workforce is also essential. Our Support team is dedicated to keeping our members and customers successful! In this position you will provide support and develop solutions via phone and email for our Cooperative members. This is not a call center environment we are looking for a creative problem solver who will use strong problem solving and communication skills to both help resolve issues and anticipate future member needs. Essential Job Results bull Serve as the technical escalation point for member support line calls and emails related to our eCommerce platform. Answering 'how to' technical and application configuration questions. Assisting in trouble shooting 2nd level technical issues. bull Work to find the root cause for bugsissues and if necessary, create engineering tasks and partner with engineers to resolve issues. bull Research integrations and work with customers to set them up. bull Field customer support requests, analyze problems, place outbound calls to collect information, provide answers, and communicate solutions back to the customer. bull Track open issues, proactively monitor, and communicate with customers to ensure satisfaction. bull Provide training and build internal documentation to assist team members in enhancing their skillset. Build automations to increase support team's efficiency. bull Update and maintain training materials and documentation. bull Work with Application Support Manager to build reporting and improve support processes bull Provide input to develop web-based content to assist both members and Johnstone Corporate team members such as Support FAQs, online customer status requests, reports, etc. Qualifications Education andor Experience Four-year degree in Engineering, Computer Science, or equivalent. Job-Specific Knowledge, Skills, and Abilities bull Experience in a technical support or troubleshooting role preferred bull Ability to provide technical support for web-based systems with minimal oversight bull Customer-focused attitude and a passion for creative problem solving bull A self-starter with demonstrated ability to work independently and creatively bull A drive to train team members on new technologies and partner closely with support and engineering teams to resolve problems bull Flexibility and aptitude to thrive in a fast-paced environment bull Knowledge of web technology bull Excellent phone and written communication skills (including listening, interpreting, writing) bull Ability to problem solve within an ecommerce environment and share knowledge bull Ability to translate technical information for non-technical users bull Ability to identify gaps in internal tools and work with internal teams to build tools bull Ability to ask the right questions, understand the need, and identify solutions within an ecommerce environment bull Exhibits strong analytical and problem-solving skills bull Expert understanding of troubleshooting web-based software bull Expert understanding of APIs, REST, JSON bull Understanding of SQL and ability to write basic queries bull Intermediate understanding of programming bull Understanding of how Single Sign-On works Nice to have Skills bull Software developmentprogramming experience. bull Technical troubleshooting andor help desk experience bull Experience working in a technical support environment bull Excellent organizational and task management skills bull Conceptual understanding of multi-tiered and web-based information systems architecture bull Experience using Jira and Jira Service Desk. Expected Work Behaviors bull High degree of empathy and excellent interpersonal skills. bull Desire to meet the needs of customers, other employees, and the Cooperative as a whole. bull Ability to multi-task, prioritize work and communicate effectively bull Ability to remain calm under stressful circumstances and deadline pressure. Why Kelly Registered ? By partnering with KellyRegistered IT, you'll have direct connections to top companies around the globe-giving you the chance to put your tech skills to work on some of today's most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. We're here to help you gain experience, keep learning, and move your career forward. About Kelly Registered At Kelly, we're always thinking about what's next and advising job seekers on new ways of working to reach their full potential. In fact, we're a leading advocate for temporarynon-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world. Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.