eCommerce Customer Support Manager jobs in Nashville, TN

Uncommon James is looking for an enthusiastic individual to join our Technology Team to support the elevation of one of Nashville’s fastest growing companies.

The IT Support Specialist is responsible for supporting updates and issue resolution as it relates to products and navigation on all sites hosted by Uncommon James. 

The successful IT Support Specialist will support by optimizing programs, software and hardware, that affect all Uncommon James branded websites by having a detail-oriented approach and understanding the ecommerce platforms and CMS for all properties under the Uncommon James umbrella.

Title: IT Support Systems Specialist 

Position Overview: The IT Support System Specialist is responsible for effective procurement, installation/configuration, operation, security and maintenance of Uncommon James systems hardware and software, as well as the company’s IT infrastructure including all internal, as well as external interfaces (Shopify, Celigo, etc.). This individual will be responsible for technical research and development to enable the company to meet its goals through continuing innovation. The position is directly responsible for monitoring existing systems and ensuring system stability. In addition, this individual will be the point of contact for all IT related issues within the stores, HQ and Fulfillment Center.

Responsibilities Include: 

• Ensure all internal and external systems and interfaces are optimized and working together to support the corporate goals

• Provides support to IT systems including day-to-day operations, monitoring and problem resolution for all IT systems

• Ensure all workstation security policies are in accordance with current PCI compliance standards

• Monitor the performance of the company's desktop infrastructure and make suggestions for improving efficiency

• Serves as escalation point for first level support and provides technical assistance to all internal customers 

• Helps internal customers discover, enable and implement high-value technology solutions and services that meet their individual needs and exceed their expectations

• Effectively resolves incidents/problems and follows defined escalation and documentation processes

• Maintains, upgrades, and procures computers, mobile devices and supporting accessories as needed.

• Documents each incident/request and makes recommendations as to program upgrades, fixes or repairs necessary to reduce/eliminate future problems

• Provides communication and training on common issues and technologies

• Performs other duties as assigned

Experience, Skills & Knowledge

• Bachelor’s or Associate’s degree in a related technical field of study

• Shopify Experience optional

• VPN Experience preferred

• Knowledge of Microsoft Office Applications

• Strong communication skills

• Willingness to be flexible and pivot across multiple tasks as necessary

• Comfortable working independently with little direction under tight deadlines

• Strong attention to detail