[rmiug-jobs] Digest Number 4720
eBags IT Operations and Product Support Analyst - DTC
Posted by: "ebagshr" ebagshr@yahoo.com
Date: Tue Sep 2, 2008 12:22 pm ((PDT))
eBags IT Operations
and Production Support Analyst
Find Success & Advancement with a Growing e-Commerce Leader
eBags combines the exciting and fast-paced worlds of fashion and
travel with ground-breaking internet technology. Since 1999,
eBags.com has been the largest online seller of bags and travel
accessories. Featuring over 1,000,000 customer ratings and reviews
on our website, eBags helps guide customers to the right bag by
offering the ultimate online shopping experience. We're looking for
high energy, motivated individuals with a drive for success.
eBags is committed to providing a total rewards package that includes
competitive compensation programs, strong benefits options, and
opportunities for growth. Full-time eBaggers are eligible for
immediate health coverage, paid vacation, paid holidays, stock
options, company-paid life insurance, medical reimbursement, health
club discounts, flexible spending program, 401(k) plan and a
wholesale discount on eBags.
The goal of the Operations and Production Support Analyst is the
responsibility for 24*7 first level monitoring and technical support
for our IT systems. There will be the opportunity to gain experience
with all of eBags world class e-commerce and corporate information
systems and platforms while helping our dynamic and respectful user
community resolve technical issues. In addition, the Operations and
Production Support Analyst is responsible for effective and efficient
logging and troubleshooting of customer problems, and utilizing and
contributing to a knowledge base of support solutions.
Responsibilities:
• Provide support to customers in the 24*7 first line
monitoring, support, and solution of internal IT customer problems.
• Follow and provide input for processes for logging and
resolution of all customer problems.
• Follow and provide input for use-case scenarios for all
support interactions with customers, including trouble ticketing,
knowledge base, and email channels.
• Work with software development staff in the identification,
documentation, mitigation and resolution of all reported bugs or
anomalies.
• Perform daily operations processing and operational assurance
checklists.
• Communicate with affected stakeholders regarding support
issues and facilitate prioritization and escalation to ensure issues
are addressed with available resources consistent with corporate
direction and policy
• Participate in the testing of pre- and post-release product
changes, new product introductions, and remedial changes that correct
production bugs and issues.
• Operate a knowledge base and support users in the accurate
and timely resolution of technical problems via posting through
threads and new topics. Solicit feedback on those topics from
knowledge base users.
Requirements:
• 1-3 years senior operations and technical support experience
• Knowledge and experience with Windows platforms with
proficiency in features and functionality of trouble ticketing
systems, job monitoring and scheduling systems, wiki/knowledge
management applications, and various browsers.
• Proven problem analysis skills
• Must have strong skills in the following areas: communication
and intrapersonal skills, ability to work under pressure,
flexibility, and sound decision-making abilities.
• Must be willing to work and be on call on nights and weekends
within a 3 week on-call rotational schedule.
