eBusiness Support Specialist

Airgas Inc-posted 27 days ago
Full-time • Entry Level
Hybrid • Radnor, PA
5,001-10,000 employees
Building Material and Garden Equipment and Supplies Dealers
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The eBusiness Support Specialist is a trusted expert regarding Airgas' eBusiness Solutions commercial offerings -- including Airgas.com, Airgas Mobile Reorder App and possesses a high-level knowledge of Airgas SupplySync and other digital offerings. Initial point of contact regarding Airgas' eBusiness Solutions, specifically Airgas.com, playing a critical customer-facing role in troubleshooting customer inquiries, Airgas business operations regarding Airgas' eBusiness features and functionality, site issues and/or site outages. This position provides daily digital support to internal and external customers via phone, email, online meetings, and screen sharing. We are looking for you ! Hours: 8:00am - 5:30pm (Hybrid) Customer-Centric Person

  • Set up, maintain and register Airgas.com users for website access, assisting with modification requests, login credentials, identification of new account(s), linking account(s), disabling users, and helping to create online ordering lists.
  • Subject matter expert for both internal and external customers regarding website functionality and support escalation; explain and demonstrate website features.
  • Report site performance; collect / intake site recommendations, improvements and defects. Capture, track, quantify and convey, website improvement opportunities and defects, communicated by internal and external customers.
  • Identifies site issue vs. account setup discrepancies; captures issue details - if issue requires technical support and/or review.
  • Utilize internal / backend support tools including, but not limited to, SAP, Hybris, Salesforce ecommerce and submission of support tickets (via an IT support application).
  • Professionally respond to questions ranging from routine to complex inquiries; if applicable, route requests to appropriate Airgas Associate and coordinate handoffs, ensuring customer satisfaction with resolution path.
  • Provide systematic approach to troubleshooting and/or replicating online user experience; spearhead communication / coordination of customer resolution.
  • Documentation and/or escalation to Digital Product Managers, IT resources, internal and external stakeholders if/when there are site disruptions, issues and/or outages, is expected.
  • Provide status updates/communication on reported issues to all relevant stakeholders.
  • Perform Business User Acceptance testing (B-UAT) activities including testing, analyzing and/or validating website enhancements, defects and/or issues through multiple hardware and software tools; report validated findings.
  • Ambassador in promoting eBusiness Solutions for internal/external users with a common goal of increasing digital growth and adoption of the eBusiness channel.
  • Act as a Voice of the Customer.
  • Other duties as assigned.
  • B.A. / B.S. in Business, Marketing, or Communications, or equivalent experience within a Digital Operations environment.
  • Demonstrated troubleshooting experience
  • Proficiency with Google suite
  • Strong technical aptitude, problem solving, and organization skills
  • Ability to work under pressure to meet deadlines, both independently and as a team member
  • Interpersonal skills including ability to deal with difficult situations in a diplomatic and professional manner
  • Exemplary communication skills with an emphasis on exuding professionalism in all situations; excellent verbal and written communication through active listening, probing questions and obtaining clarification as needed
  • Understanding of eBusiness/eCommerce, eProcurement practices
  • At least 3+ years of Customer Service and/or technical support experience
  • Basic understanding of programming languages
  • SAP Experience
  • medical, dental, and vision plans, vacation, sick time, floating holidays, and paid holidays for full-time employees
  • progressive parental leave package for our eligible Airgas parents, offering generous paid time off for the birth or placement of children.
  • 401k plan with company matching funds
  • tuition reimbursement
  • discounted college tuition for employees' dependents
  • Airgas Scholarship Program.
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