Ecommerce Support Representative

Remote

372

At Batesville, you will be a part of a dynamic team committed to excellence and innovation. A recognized leader in the death care industry in North America, we are committed to our mission of helping families honor the lives of those they love®. We are currently seeking an Ecommerce Support Representative to join our team. 

Your Role at Batesville: 

As an Ecommerce Support Representative, you will be responsible for ensuring our customers receive exceptional support and assistance with their technical inquiries and challenges. You will serve as the primary point of contact for customer issues, providing basic to intermediate troubleshooting and problem-solving expertise to address customer concerns. Your responsibilities will include documenting and investigating technical issues, collaborating with internal teams to develop solutions, and delivering high-quality support to uphold our commitment to customer satisfaction. This role requires a blend of technical proficiency, strong communication skills, and a customer-centric mindset to effectively resolve issues and cultivate positive customer relationships. 

How You’ll be Rewarded: 

• Batesville is a family. You will be part of a family of highly committed associates who are passionate about our company, committed to our customers and excited about our future.
• Competitive pay
• IMMEDIATE ELIGIBILITY – Comprehensive medical, dental and vision insurance, as well as prescription coverage, short-term disability, Employee Assistance Program (EAP), and more.
• Generous 401K Matching Program
• Paid time off
• Opportunities for development and advancement

What You’ll Do: 

• Provide timely and accurate responses to customer inquiries by telephone, email, and/or online support database. Resolve customer product issues, application configuration requests, and assist with other areas as requested.
• Serve as a champion for customers, advocating for their needs and priorities within the organization, and ensuring timely resolution of issues to enhance customer satisfaction.
• Notify Tier 3 level support and/or developers regarding defects, enhancements, and follow-up to ensure fixes are received, tested, and completed; find workarounds and develop test cases for defects and enhancements.
• Build technical documentation to ensure knowledge base solutions and standard operating procedures are documented and disseminated.
• Collaborate with fellow support team members to develop cross-training initiatives aimed at expanding the knowledge base and sharing solutions to commonly encountered issues.
• Participate in meetings with internal teams to review all ongoing issues to ensure progress continues without delay.
• Meet all Support targets, KPIs and SLAs (i.e. Live Answer Rate, Cycle Times, etc.), as defined by the organization.
• Assist in QA testing of new products and review product documentation.
• Other duties as required.

What You’ll Bring: 

• Bachelor’s degree (B.S./B.A.) or equivalent from a college or university in Information Systems, Computer Science, or related field; and a minimum of 3-5 years related technical application support experience and/or training; or equivalent combination of education and experience with an emphasis in web-based application support.
• Strong communication skills.
• Strong customer focus.
• Ability to multitask and manage simultaneous issues.
• Ability to understand and document complex processes.
• Experience supporting web-based applications.
• Experience utilizing issue tracking/ticketing tools.
• Basic understanding of HTML, CSS.
• Basic understanding of SQL.
• Ability to collaborate with cross functional teams.
• Ability to provide night and weekend on-call support on a rotational basis. 

Nice to Haves: 

• Experience supporting web apps on multiple browsers: Edge, Chrome, and Safari preferred.
• Basic understanding of ecommerce concepts preferred.
• Experience with CRM or ITSM software preferred.

Physical Requirements: 

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions. 

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk, and hear. The employee may occasionally be required to crouch, or lift items as heavy as 25 lbs. This job may require the employee to see with clarity at both near and far distances.

 

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Join the Batesville family and apply today! 

Who We Are: 

A cornerstone in the death care industry, Batesville has distinguished itself from all others through our commitment to quality, service, and innovation. For more than 115 years, Batesville has been dedicated to serving the needs of licensed funeral professionals and helping families honor the lives of those they love.® With annual revenues of approximately $600 million, Batesville is a leader, providing a comprehensive portfolio of burial and cremation products, memorialization offerings, profit-enhancing merchandising systems and leading-edge technology solutions. 

At Batesville, our associates are our strongest asset. We strive to attract, hire, and develop the best and brightest to ensure our place in the future. Batesville has a strong culture of achievement, which is underpinned by these five core values:

• Individual worth and integrity
• Excellence in execution
• Spirit of continuous learning and improvement
• Courage
• Customer focus and partnership

What Sets Us Apart: 

Making a difference: Helping families honor the lives of those they love® isn’t just our mission. It’s why we do what we do every day to make every Batesville product the best it can be. 

Development is a priority: We promote learning and development from Day 1. From our Experience Batesville onboarding program to self-guided courses on Batesville University, there are numerous opportunities to advance your skills. We encourage associates to create Individual Development Plans (IDPs) to help drive career-focused discussions and advancement. 

Putting customers first: We value the funeral professional’s role in serving families and are committed to doing our part to ensure their success. 

We Have Fun! We work hard, but when it’s time to play, we get creative – and competitive. We provide numerous engagement activities to bring people together across the organization. 

We Give Back: We support our communities by assisting in fundraising events and volunteer programs to help those in need. *These services are not available at all Batesville locations.  

DISCLAIMER: The above information in this job description has been designed to indicate the general nature and level of work performed by the employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of any employee assigned to this job. Nothing in this job description restricts management’s right to assign duties and responsibilities to this job at any time.

At Batesville, we strive to build a diverse workforce through equal-opportunity employment that embraces and leverages the differences each individual has to offer. We are an Equal Employment Opportunity/ Affirmative Action Employer of minorities/females/disabled/veterans.