Bilingual Ecommerce Support Specialist

hace 2 semanas

Ciudad de México Solutions 2 GO A tiempo completo

**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.

**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.

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