Job Description
The candidate will be supporting E Commerce team worldwide and working closely with Product Owners and other closely knitted teams such as CMG, COpC, Sales, IT with the following roles and responsibilities.
- Acknowledging the support requests.
- Logging requests in our ticket management system and updating with correct and relevant information whenever necessary.
- Problem-solving abilities: Must have strong triaging/ troubleshooting skills
- Promptly elevating the request to next level if unable to resolve and coordinating with L2 and L3 for resolution.
- Escalating on elevated requests wherever necessary.
- Building the knowledge base from use cases and using the same while triaging other related requests.
- Identifying repeat issues and tagging them to problems.
- Professional, in-time and appropriate customer communication to provide them complete insight of the issue and/or the resolution provided or around the future course of action.
- Seamless handover of issues within the team.
- Participate in regular review and contribute with ideas around the issues and provide necessary updates.
- Learn about the upcoming changes and new functionalities in the Agilent eCommerce space and ensure proactive support readiness.
- Help drive process optimization changes to improve the overall support operations.
- Sharing knowledge with peers as well as learning from them to eliminate and knowledge gaps.
- Bring inconsistencies and problems to the attention of management
This role may involve some amount of project management. Responsible for analysis and evaluation of user business problems and development of business system or process recommendations to meet requirements, including problem definition, evaluation of requirements, and implementation of systems/processes.
May participate in business systems planning to define or upgrade business applications or functional solutions.
Qualifications
Bachelor's or master's Degree or equivalent.
Post-graduate, certification and/or license may be required.
Typically, at least 6+ years relevant experience for entry into this level.
Additional Requirement:
- Order Management, Sales/marketing experience.
- ITIL certification
- Good hands-on JIRA or JIRA Admin experience
Additional Details
This job has a full time weekly schedule.
Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations
Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.Travel Required: NoShift: DayDuration: No End DateJob Function: Administration
Top Skills
What We Do
Analytical scientists and clinical researchers worldwide rely on Agilent to help fulfill their most complex laboratory demands. Our instruments, software, services and consumables address the full range of scientific and laboratory management needs—so our customers can do what they do best: improve the world around us.
Whether a laboratory is engaged in environmental testing, academic research, medical diagnostics, pharmaceuticals, petrochemicals or food testing, Agilent provides laboratory solutions to meet their full spectrum of needs. We work closely with customers to help address global trends that impact human health and the environment, and to anticipate future scientific needs. Our solutions improve the efficiency of the entire laboratory, from sample prep to data interpretation and management.
Customers trust Agilent for solutions that enable insights...for a better world.
