Bilingual eCommerce Support Specialist

Overview
Our eCommerce business is rapidly expanding across North America and Latin America, powering transactions through global marketplaces, ERP systems, and digital integrations. With this growth comes complexity — ensuring every order, invoice, and shipment flows correctly through our systems is critical to our success.

We are seeking a Bilingual eCommerce Support Specialist (English/Spanish) to safeguard these processes. This role is the first line of defense for operational continuity: ensuring accuracy in transactions, resolving issues quickly, and enabling the business to scale with confidence.

The ideal candidate combines technical troubleshooting skills (SQL, APIs, logs) with the ability to communicate effectively in English and Spanish across multiple regions. Knowledge of marketplace operations (Amazon, Walmart, MercadoLibre, etc.) is a strong plus.

Key Responsibilities
Transaction & System Support

• Monitor ERP and eCommerce transactions to ensure orders, invoices, and shipments post correctly across all regions.
• Troubleshoot failures in GP, APIs, or integrated systems.
• Run reconciles, reposts, and adjustments when issues arise.

API & Technical Troubleshooting

• Investigate API transaction issues, review request/response payloads, and identify root causes.
• Query SQL tables and analyze logs to diagnose problems.
• Document findings clearly and escalate unresolved issues to developers.

Inventory & Data Accuracy

• Investigate discrepancies in GP and connected tools, running reconciles as needed.
• Support item setup, pricing, and catalog data to ensure correctness across systems.

User & Business Liaison

• Serve as first-line support for user questions and incidents.
• Coordinate with Finance, Operations, and Sales across English- and Spanish-speaking regions.
• Communicate updates and resolutions in both languages, adapting to the audience.

Process Improvement & Documentation

• Document troubleshooting steps, resolutions, and best practices in Confluence.
• Maintain a bilingual Knowledge Base (KB) for recurring issues.
• Propose improvements or automations to reduce recurring manual fixes.
• Participate in testing and validation of new system releases.

Qualifications

• Fluent in English and Spanish (spoken and written).
• 2+ years experience in ERP/eCommerce support (Dynamics GP, SAP, NetSuite, or similar).
• Familiarity with APIs, JSON/XML payloads, and troubleshooting integration flows.
• Proficiency in SQL queries for investigation and reporting.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to communicate effectively across technical and non-technical teams.
• Plus: Knowledge of eCommerce marketplace processes (Amazon, Walmart, MercadoLibre, Shopify, etc.).
• Bonus: Experience with EDI or integration middleware.

Key Skills

• ERP & eCommerce transaction support
• SQL troubleshooting & reconciliation
• API request/response analysis
• Bilingual communication (English/Spanish)
• Cross-functional coordination
• Marketplace process knowledge (preferred)
• Confluence documentation & KB maintenance
• Clear written communication

Role Impact
As our eCommerce operations scale across multiple markets and platforms, this role is critical in ensuring accuracy, speed, and reliability in how we serve our customers and partners. By owning first-line support, technical troubleshooting, bilingual communication, and structured documentation, the Bilingual eCommerce Support Specialist reduces downtime, accelerates resolution, and builds a sustainable foundation for growth.

This role is more than support, it is a strategic enabler of our eCommerce expansion, protecting revenue streams and empowering business teams across regions.