E-Commerce Product Feed Support Specialist
FDX SA (Pty) Ltd · Cape Town, Western Cape, South Africa
Apply & track with Apply EdgeOr how does Google know which products are in stock in a store near you? How about how your order gets to your door when you buy from a third-party merchant on Amazon? That’s where Feedonomics comes in!As a leading product feed management platform, Feedonomics works with agencies, brands, and retailers to optimize and list products on the top e-commerce shopping destinations around the world. What makes us different from other SaaS companies in the space? We manage everything from onboarding to ongoing feed maintenance for our clients, enabling them to expand their e-commerce business more efficiently.Since its inception in 2014, Feedonomics has developed an incredible reputation for our full-service approach to feed management, our inclusive culture, and our industry-leading technology. With principles that go beyond optics, Feedonomics looks to deliver the same people-first strategy internally as we do externally.The Global Operations team at FeedonomicsThe Global Operations team at Feedonomics is an incredible group of Feedos who work to ensure our clients have THE best possible experience at Feedonomics. The support side of the team handles both inbound reactive customer support and outbound proactive client success with a focus on quality. Part of our Global Operations team is the Advertising team, which is a client-centric team supporting a fully managed solution that streamlines feed optimization, product listing, and data synchronization for hundreds of paid search, social media, and affiliate channels. Our stellar global operations team and support specialists are available 24/7, enabling Feedonomics to create a full-service feed management experience for advertisers.The RoleAs E-Commerce Support Specialist I, you are responsible for troubleshooting and resolving simple feed-related issues using our proprietary software, Feedonomics. You will utilize all elements of data feed optimization, adhere to best practices, and follow processes to deliver a world-class client experience. Together with our Support team, we strive to establish a reputable and memorable experience for our clients. This is a junior-level position and a strong entry point to e-commerce operations and data.The ResponsibilitiesIdentify the scope and priority of support requests, and coordinate with our Support Team to ensure timely, accurate outcomes on timeTroubleshoot feed issues and data governance questions, offer suggestions, and provide resolutionsSort, extract, and optimize datasets using Feedonomics' simplified query language Understand the basic relationship between feeds and campaigns, and how it impacts client’s performance Maintain the integrity of live feeds while working on themManage multiple requests and meet Service Level Agreements (SLAs)Apply best practices to resolve common, well-defined problemsThe Requirements2 years of experience in a B2B technical support and client-facing role (e.g., customer success, support specialist) wit e-commerce business experience preferred Strong analytical & critical thinking, and research skillsAbility to identify and troubleshoot problems methodicallyStrong communication skills and comfort with multitasking in a deadline-driven environmentUnderstanding of conditional (IF/THEN) logic and a general comfort learning new software toolsFamiliarity with SQL or Excel: We're looking for comfort with data manipulations, formulas & queries, filters, and logical thinking, which you'll apply in our propietary Feedonomics query languageBachelor’s Degree or equivalent work experience (bootcamp, certification, or on-the-job experience welcome)*This is a junior position and training will be provided.