Skip to main content
Find a Job All Jobs By Location By Type
Find a Job All Jobs By Location By Type

eCommerce Sr. Product Support Analyst

Washington, DC


Apply Save

Type: Contract-to-Hire

Category: Information Technology

Reference ID: 10076365

Shortcut: http://addisongroup.gosnaphop.com/iOaqNM


Position Title: eCommerce Sr. Product Support Analyst

Location: Washington, DC

Assignment Type: Contract to Hire

Pay Rate: $30.00 - $33.00 / Hourly

Work Schedule: Onsite, Monday - Thursday with Friday remote

Benefits: This position is eligible for medical, dental, vision, and 401(k).


Job Description

Provides administrative support related to the activities of the Global Industry Services (GIS) division supporting the sales of products & services to customers through Tier 1 / Tier 2 customer support.

 

Customer service will be a large part of this position on a day-to-day basis. This position will be working with retail and subscription customers who need support with purchasing products & services, to include assistance with general questions about the store and offerings, logging into the publications store, updating account information, payment, shipping, and basic product usage inquiries. This position will also be responsible for routing calls to subject matter experts (SMEs) as appropriate, using a ticketing system to log issues/resolutions, and keeping abreast of GIS offerings.

 

Duties/Responsibilities

·      Answers telephone calls or email requests skillfully and effectively. Provides customers with accurate information, identifies urgent/priority calls, and responds within one business day of receipt. 

·      Works with customers to address account log-in; password resets; and other Tier 1 line of business portal, website, and technical issues.

·      Walks customers through problem-solving processes where appropriate.

·      Identifies potential major incidents and problems and highlights them to management.

·      Forwards any necessary information to customers as required. 

·      Maintains detailed product meta data, catalogue information and product files in PDF, Excel, and other formats.

·      Initiates correspondence with customers to follow up and/or resolve customer issues.

·      Coordinates solutions to customer service issues, following them through to resolution.

·      Verifies clients’ orders and payments are correct and provides shipping status updates as requested  

·      Assists with meeting all program deadlines and objectives. 

·      Keeps abreast and current with program requirements and policies. 

·      Interfaces with contractors to resolve customer issues with products and delivery.

 

Key Relationships

·      Corresponds with the customers, eCommerce Administrator, IT, Finance, and GIS SMEs via various forms of communications daily. 

 

Qualifications

·      Requires 2-4 years of experience in a similar role.

·      Minimum of 3 years' work experience involving continuous customer service activity. 

·      Bachelor's degree in relevant area, or other related field equivalent work experience. Some positions may only require an Associates degree/technical diploma, or other related field equivalent work experience.

·      Proficient with Microsoft applications especially Word, Excel, and SharePoint with an aptitude to learn other computer programs quickly. 

·      Ability to effectively manage simultaneous assignments and prioritize with minimal supervision. 

·      Customer service aptitude.

·      Proven ability to develop a working knowledge and understanding of business policies, practices, and procedures.

·      Ability to follow instructions and adhere to program policies and procedures. 

·      Ability to persistently provide solutions and drive resolution of problems in accordance with internal requirements and timeframes.

·      Experience with RingCentral, CISCO or similar telecommunications systems preferred.

·      Previous helpdesk experience is strongly preferred.

·      Experience using ITSM and/or Microsoft Dynamics Customer Relationship Management (CRM) software is strongly preferred. 

 

Physical Requirements

·      Able to remain in a stationary position working on a computer.

·      Move about the office to access office machinery, meeting rooms, etc. on occasion.

·      Operate a computer and other office machinery such as printers and copy machines.

·      Transport items and equipment up to 10 lbs. on occasion


Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.


IND 005-009

  • Engineering Support & Customer Success Analyst (Remote, MUST be in USA)

     Anywhere

    Position: Engineering Support & Customer Success Analyst Location: 100% Remote – Mainland-USA based candidates ONLY (working EST) Length: 3+ months contract to hire Target Pay Range: $25.00 / Hourly W2 (Benefits eligible after 60 days) Benefits: This p...

    Recommended

  • End User Support

     Oklahoma City, OK

    Job Title: End User Support Location: Oklahoma City, OK (Onsite with local travel) Pay Range: $20 - $22 / hour depending on experience Benefits: The position is eligible for medical, dental, vision, and 401(k). **Onsite requirement - Must be authorized...

    Recommended

  • Customer Service Representative

     Austin, TX

    Job Title: Customer Service Representative Industry: Customer Support / Call Center Location (City, State): Austin, TX (Onsite) Compensation: $18 – $20 per hour Benefits: This position is eligible for medical, dental, vision, and 401(k). Work Schedule:...

    Recommended

  • Call Center Representative

     Virginia

    Job Title: Call Center Representative Industry: Financial Services / Professional Services / Call Center Location (city, state): Alexandria, VA (Onsite) Assignment Type: Contract | Approximately 2-3 months Pay: $18.00 - $21.00 per hour, commensurate wi...

    Recommended

  • Customer Service Representative

     Dallas Metro Area, Texas

    Job Title: Customer Service Representative Location: Addison, TX (75001) 100% onsite Industry: Customer Service / Call Center Pay: $17.00 - $17.50 / Hourly Benefits: This position is eligible for medical, dental, vision, and 401(k). About Our Client: O...

    Recommended

  • Billing Specialist

     Tacoma Metro Area, Washington

    Job Title: Billing Specialist Location (city, state): Hybrid in Gig Harbor, WA Compensation: $25 - $35 / hour Benefits: This position is eligible for medical, dental, vision, and 401(k). Qualifications: 2+ Years of Billing Experience- preferably dealin...

    Recommended

  • Customer Service Representative

     Aurora, CO

    Job Title: Customer Service Representative Location: Aurora, CO Assignment Type: Temp-to-Hire (with strong potential for conversion) Industry: Manufacturing / Engineering Services Pay: $19.00 – $21.50 /hour Work schedule: Monday–Friday, 8:00 AM – 5:00 ...

    Recommended

  • Customer Service Representative

     Elgin, IL

    Job Title: Customer Service Representative Location (city, state): Elgin, IL Industry: Packaging & Manufacturing Pay: $20.00 – $22.00 / Hour (based on experience) Benefits: This position is eligible for medical, dental, vision, and 401(k). About Our Cl...

    Recommended

  • Quality Engineer

     Fort Worth, TX

    Quality Engineer Location: Fort Worth, TX Department: Quality Assurance Reports To: Quality Assurance Director Job Type: Full-Time, Exempt Salary: $75,000 - $95,000 Position Overview The Quality Engineer serves as the primary liaison between the compan...

    Recommended

  • Sales Representative

     Columbia, TN

    Role: Sales Representative Location: Columbia. TN Employment Type: Contract to hire Pay Rate: $20-25 / hour Benefits: This role is eligible for medical, dental, vision and 401k. About the Role We're looking for a motivated and customer-focused Inside S...

    Recommended

  • Accounts Receivable Senior

     Tulsa, OK

    Position: Accounts Receivable Senior Location: Tulsa, OK Compensation: $50,000 - $65,000 / Annually Benefits: This position is eligible for medical, dental, vision, and 401(k). Our client needs to fill a Senior Accounts Receivable position. This is an ...

    Recommended

  • Customer Service Representative

     Nashville, TN

    Job Title: Customer Service Representative Industry: Distribution Location: Nashville, TN 37209 Assignment Type: Contract-to-Hire - 6 months Pay: $19.00 - $21.00 / Per Hour Work Schedule: Full-Time | Monday–Friday 7-4p or 7:30-4:30p Benefits: This posi...

    Recommended

  • Desktop Support Team Lead

     Oklahoma

    Role: Desktop Support Team Lead Position Type: Contract Location: Oklahoma City, OK (100% Onsite) Pay Rate Range: $65,000 / Annually DOE Benefits: This position is eligible for medical, dental, vision, and 401(k). Are you looking for a growth opportuni...

    Recommended

  • Administrative Assistant

     Dallas Metro Area, Texas

    Job Title: Administrative Assistant Location: Dallas, TX Work Schedule: Monday – Friday, 8:00 AM – 5:00 PM Type of Employment: 6-Month Contract Compensation: $22.00 - $24.00 / Hourly Industry: Administrative Support Benefits: This position may be eligi...

    Recommended

  • Sales Support Administrator

     Plymouth, MA

    Job Title: Sales Support Administrator Industry: Consumer Products / Retail Location (City, State): Plymouth, MA Assignment Type: Contract Pay: $20-$26/hour Work Schedule: Hybrid Schedule – Monday through Thursday onsite, Friday remote Monday-Friday, 8...

    Recommended

  • HR Administrative Coordinator

     Coppell, TX

    Job Title: HR Administrative Coordinator Location (City, State): Dallas, TX Work Schedule: M – F, 8 – 5 Type of Employment: Contract Compensation: $24/hr - $26.44/hr Industry: Professional Services Benefits: Medical, dental, and vision benefits availab...

    Recommended

  • Member Data Verification Temp

     Arlington, VA

    Job Title: Member Data Verification Assistant (Contract) Industry: Insurance / Financial Services Location (City, State): Arlington, VA (on a military base) Assignment Type: Contract (3–6 Months) Pay: $20.00 – $22.00 / Per hour Work Schedule: Monday–Fr...

    Recommended

  • Data Entry, Admin Assistant

     Gurnee, IL

    Job Title: Sales Account Manager Location: Remote (U.S.) – Any time zone, but EST time is preferred Industry: Aviation Salary: $80-100k (based on experience) Benefits: This position is eligible for medical, dental, vision, and 401(k). About Our Client:...

    Recommended

  • Receptionist

     District of Columbia

    Job Title: Receptionist Industry: Administrative / Customer Service / Office Operations Location: Washington, DC (Onsite) Assignment Type: Contract (2–4 months) Pay: $18–$21/hour (commensurate with experience) Work Schedule: Monday–Friday | Standard bu...

    Recommended

  • Collections Specialist

     Alpharetta, GA

    Job Title: Collections Specialist Industry: Finance & Accounting Location (City, State): Alpharetta, GA Compensation: $20 – $25 per hour Benefits: This position is eligible for medical, dental, vision, and 401(k) benefits Work Schedule: Full-time, busi...

    Recommended

  • Procurement Admin

     Willowbrook, IL

    Job Title: Procurement Admin Location: Willowbrook, IL Industry: Manufacturing Pay: $45,000–$55,000 annually (based on experience) Benefits: This position is eligible for medical, dental, vision, and 401(k). About Our Client: Addison Group is partnerin...

    Recommended

  • Call Center Specialist

     Charlotte, NC

    Job Posting Template for Contract Roles REQUIRED Job Title: Call Center Specialist (Customer Support) Location (city, state): Charlotte, NC Compensation: $18.00 - $22.00 per hour Benefits: This position is eligible for medical, dental, vision, and 401(...

    Recommended

  • Entry Level Accounting Clerk

     Rhode Island

    Job Title: Entry Level Accounting Clerk Industry: Finance & Accounting Location: Pawtucket, RI Compensation: $25.00 - $30.00 / Per Hour Benefits: This position is eligible for medical, dental, vision, and 401(k) benefits. Work Schedule: Full-time, busi...

    Recommended

  • Entry Level Accounting Clerk

     Massachusetts

    Job Title: Entry Level Accounting Clerk Industry: Finance & Accounting Location: Neeham, MA Compensation: $25.00 - $30.00 / Per Hour Benefits: This position is eligible for medical, dental, vision, and 401(k) benefits. Work Schedule: Full-time, busines...

    Recommended

  • Field Service Technician

     Pittsburgh Metro Area, Pennsylvania

    Role: Field Service Technician Pay: $38.94 - $40.86 / hour Eligible for OT Benefits: This role is eligible for medical, dental, bision, HSA, life and short/long term disability insurance, Wellness Rewards and 401K. Location: East Pittsburgh Area, PA Ou...

    Recommended

  • Administrative Receptionist Part Time

     Tulsa, OK

    Job Title: Administrative Assistant / Receptionist Industry: Real Estate Location (City, State): Tulsa, OK Assignment Type: Part-Time Pay: $20/hr Work Schedule: Part-Time Benefits: This position is eligible for medical, dental, vision, and 401(k). Abou...

    Recommended

  • Customer Service Account Management

     Naperville, IL

    Job Title: Account Management Representative Location (city, state): Naperville, IL (hybrid 3 days) Industry: Manufacturing Pay: $75,000 - $82,000 / Year based on experience Benefits: This position is eligible for medical, dental, vision, and 401(k) be...

    Recommended

  • Customer Service Representative

     Orange County Metro Area, California

    Job Title: Customer Service Representative Location: Irvine, California Industry: Luxury Hospitality Pay: $23 - $27 / hour Benefits: This role is eligible for medical, dental and vision. Job Description: We are seeking a polished, customer-focused Cust...

    Recommended

  • Tier III Helpdesk Lead

     District of Columbia

    Position Title: Tier III Helpdesk Lead Location: Washington, DC (hybrid) Assignment Type: Direct Hire Salary Range: $70K - $90K Work Schedule: Monday – Friday (3 Days on Site) Benefits: This position may be eligible for medical, dental, vision, and 401...

    Recommended

  • Senior Accounts Receivable Specialist

     Cerritos, CA

    Position Title: Senior Accounts Receivable Specialist Location: Cerritos, CA (On-Site) Assignment Type: Permanent Hire Compensation: $28.00 - $31.00 per hour Work Schedule: Monday – Friday, 9:00 AM – 5:00 PM Benefits: This position is eligible for Medi...

    Recommended