Coordinator, B2B User Support (Sports Media/Graphics/IT)
The B2B User Support Coordinator will be responsible for the setup and maintenance of new users for IBM Websphere Commerce Systems (WCS) and Cognos. The User Support Coordinator will also be responsible for training new WCS and Cognos users, in addition to providing online training tools and tips, daily user support functions, and training documentation.
Qualifications
Education/Experience:
Years of Related Professional Experience: 2+.
Bachelor's Degree or equivalent work experience
2 years in a Customer Service-oriented position
Minimum 2 years' experience with Excel1 year of experience with data audit and validation.
Previous experience in the Outdoor or Action Sports Industry is extremely desireable, as is familiarity with one or more Outdoor or Action Sports pursuits.
Skills:
Excel skills to include: usage of formulas (vlookup, value, concatenate, text, left/right/mid) and ability to use excel formulas to audit large quantities of data quickly and accurately.
Professional and friendly phone etiquette.
Excellent writing skills.
Demonstrated commitment to a high standard of performance and quality of work produced.
Previous experience communicating complex and/or technical concepts to others needing only a summary of salient points, and/or non-technical users - both in a training and in everyday communications.
Ability to multi-task and work in a fast-paced environment.
Facility with communicating at all levels within an organization.
High degree of self-motivation and ability to work productively unsupervised.
Ability to work on a computer for long periods.
Ability to comprehend complex system and business processes.
Key Responsibilities
Handle new user requests for Cognos and WCS, including New user setup in the WCS admin tool Addition of the new user to the Master, Roster and Member Group feeds as appropriate Uploads of changes to WCS and Cognos 2x/day at a minimum
Maintain existing user access to Cognos and WCS, including On a daily basis, run a comparison audit between the current roster feeds and yesterday's files. Use the differences to create delta file loads to Cognos and WCS. Changes to user roles/access as needed to troubleshoot user access as needed
Provide User Support, including Answer calls and emails related to site usage questions Recording technical support issues As appropriate, resolving technical issues or forwarding to the appropriate brand's website admin
Develop online training tools and tips, including Maintaining a "B2B Tip of the Month" on each brand's home page Creating targeted training content and tutorial pages for each brand's Need Help section Creating/maintaining written training documents for Sales Rep and Dealer Users
Create and maintain product loads for real-time inventory product categories for all brands based on seasonal sku lists created by the B2B Coordinators for each brand
Assist with additional brand implementations of WebSphere Commerce Systems (and Cognos, as needed)
