Veterans Preferred - eBusiness Support Specialist
Company: US11345-AIRGAS Airgas USA, LLC
Location: Levittown
Posted on: October 14, 2024
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Job Description:
Military Veterans are Encouraged to Apply. -R10053443 eBusiness
Support Specialist (Open)
Location:
Levittown, PA - Management
How will you CONTRIBUTE and GROW?
eBusiness Support Specialist
- Work Location: Levittown, PA
- Hybrid Work Schedule: 2 days remote/ 3 days in office
How will you CONTRIBUTE and GROW?
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.
Are you a MATCH?
- 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.
About Airgas
Airgas, an Air Liquide company, is a leading U.S. supplier of
industrial, medical and specialty gases, as well as hardgoods and
related products; one of the largest U.S. suppliers of safety
products.
Through the passion and diversity of its 18,000 associates, Airgas
fosters a culture of safety, customer success, sustainability and
innovation. Airgas associates are empowered to share ideas, take
initiative and make decisions.
Airgas is a subsidiary of Air Liquide, a world leader in gases,
technologies and services for Industry and Health. Air Liquide is
present in 78 countries with approximately 64,500 associates
globally.
Join us for a stimulating experience: you'll find a world of
learning and development opportunities where inventiveness is at
the heart of what we do, in an open, collaborative and respectful
environment.
Your differences enhance our performance
At Airgas, we are committed to building 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
________________________
Are you a MATCH?
________________________
We care about and support our Airgas Families. This is evident not
only through our competitive compensation but also through a
comprehensive benefits package that includes medical, dental, and
vision plans, vacation, sick time, floating holidays, and paid
holidays for full-time employees.
We provide a progressive parental leave package for our eligible
Airgas parents, offering generous paid time off for the birth or
placement of children, including 14 weeks of paid child birth
benefit for birth mothers on leave, as well as paid parental leave
benefits for other associates.
Additionally, we offer our employees a 401k plan with company
matching funds, tuition reimbursement, discounted college tuition
for employees' dependents, and an Airgas Scholarship Program for
dependent children.
_________________________
Your differences enhance our performance
At Airgas, we are committed to building 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.
_________________________
Equal Employment Opportunity Information
We are an equal opportunity employer. We evaluate qualified
applicants without regard to race, color, religion, sex, sexual
orientation, gender identity, national origin, disability, veteran
status, or any other protected characteristic.
Please click here to view the EEO Know Your Rights poster and here
to view the Pay Transparency Nondiscrimination poster. Airgas, an
Air Liquide Company invites any applicant and/or employee to review
the Company's written Affirmative Action Plan or Policy Statement.
This plan or policy statement is available for inspection upon
request.
Airgas, an Air Liquide Company and its group of companies does not
discriminate against qualified applicants with disabilities and is
committed to providing reasonable accommodations to the known
disabilities of such individuals so as to ensure equal access to
benefits and privileges of employment. If you are an individual
with a disability and would like to request a reasonable
accommodation as part of the employment selection process, please
contact us by email at us-accommodationrequest@airgas.com .
_________________________
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Keywords: US11345-AIRGAS Airgas USA, LLC, Trenton , Veterans Preferred - eBusiness Support Specialist, Other , Levittown, New Jersey
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