E-commerce Support Analyst Job Description [Updated for 2025]

In the realm of online retail, the need for E-commerce Support Analysts is on a constant rise.

As the digital marketplace evolves, the demand for skilled individuals who can optimize, streamline, and protect our E-commerce platforms continues to grow.

But what exactly is expected from an E-commerce Support Analyst?

Whether you are:

• A job seeker looking to understand the intricacies of this role,
• A hiring manager outlining the perfect candidate,
• Or simply fascinated by the behind-the-scenes of E-commerce,

You’ve landed at the right spot.

Today, we present a customizable E-commerce Support Analyst job description template, designed for effortless posting on job boards or career sites.

Let’s dive into it.

E-commerce Support Analyst Duties and Responsibilities

E-commerce Support Analysts are responsible for monitoring and maintaining an organization’s online sales platforms.

They utilize specialized knowledge of e-commerce software and platforms to ensure that online business operations are efficient and effective.

They have the following duties and responsibilities:

• Monitor and manage daily e-commerce operations, including product listings, order fulfillment, and customer service
• Analyze website performance and customer feedback to improve user experience
• Identify technical problems related to e-commerce platforms and work with IT teams to resolve them
• Assist with the implementation and management of online marketing campaigns
• Provide training and support to staff members on the use of e-commerce systems
• Work with the customer service team to resolve any issues related to online transactions
• Collaborate with cross-functional teams to ensure accurate inventory, delivery and pricing
• Create detailed reports on e-commerce activity and present findings to management
• Stay current with the latest e-commerce trends and technologies to enhance the company’s online presence
• Ensure the security of customer information by working with IT to implement security measures and monitor for any potential data breaches

 

E-commerce Support Analyst Job Description Template

Job Brief

We are seeking an analytical and detail-oriented E-commerce Support Analyst to join our team.

Your primary role will be to troubleshoot and resolve issues related to our e-commerce platform, gather data, and provide insightful reports to improve overall user experience.

Ideal candidates should have a strong understanding of e-commerce operations, technical problem-solving skills, and the ability to work well in a team environment.

 

Responsibilities

• Monitor and troubleshoot website and transaction issues, ensuring high levels of customer satisfaction.
• Work closely with the development team to resolve technical issues.
• Generate and analyze performance metrics to facilitate improvements.
• Assist in the implementation of new e-commerce strategies and tools.
• Provide customer service support and handle escalated issues.
• Perform user testing and feedback for system updates and enhancements.
• Document and improve e-commerce support processes.
• Stay current with latest e-commerce technology trends and applications.

 

Qualifications

• Proven work experience as an E-commerce Support Analyst, IT Support Analyst or similar role.
• Experience with e-commerce platforms (like Shopify, Magento, or WooCommerce).
• Strong troubleshooting and problem-solving skills.
• Proficiency in data analysis and report generation.
• Excellent communication and team collaboration skills.
• Knowledge of web technologies, basic network diagnostics, and system security.
• BSc degree in Computer Science, Information Technology or relevant field.

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: E-commerce Support Analyst
• Work Environment: Office setting with options for remote work. The role may require some weekend work during peak online shopping periods.
• Reporting Structure: Reports to the E-commerce Manager or IT Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $70,000 minimum to $95,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does an E-commerce Support Analyst Do?

E-commerce Support Analysts play a crucial role in online retail businesses, where they ensure the seamless operation of online platforms and resolve any arising technical issues.

They work closely with various teams including, but not limited to, IT, sales, and customer service, to ensure the optimal performance of the e-commerce platform.

They usually handle the day-to-day management of the website, including uploading new products, updating product information, and ensuring the accuracy and consistency of all online data.

These professionals are also responsible for troubleshooting and resolving issues relating to the e-commerce platform.

This might include addressing system glitches, improving the user interface, or enhancing the system’s security.

Additionally, E-commerce Support Analysts monitor website traffic and user behavior, performing various analyses to gather insights and make recommendations for improvements.

They may also be tasked with training other staff members on how to use the e-commerce platform effectively.

In cases of customer complaints or inquiries related to technical aspects of the platform, the E-commerce Support Analyst will provide the necessary support and ensure customer satisfaction.

They are expected to stay up-to-date with the latest e-commerce trends and technologies, implementing necessary changes to keep the platform modern and competitive.

 

E-commerce Support Analyst Qualifications and Skills

An E-commerce Support Analyst should have the skills and qualifications that meet your specific job requirements, such as:

• Technical knowledge of E-commerce platforms and systems to troubleshoot, modify and enhance the online shopping experience.
• Problem-solving skills to address and resolve issues that arise during the user experience, transaction process, or in the reporting/analytics.
• Data analysis skills to review website performance, shopping trends, and customer behavior data, and make recommendations for improvements.
• Communication skills to liaise between different departments, such as IT, Marketing, and Customer Service, and to provide clear instructions and explanations to non-technical staff or customers.
• Customer service skills to ensure a positive online shopping experience for customers, and to handle any complaints or issues that may arise.
• Understanding of digital marketing strategies, Search Engine Optimization (SEO), and social media platforms to drive customer traffic to the website.
• Ability to work under pressure, manage multiple tasks, and meet deadlines in a fast-paced E-commerce environment.
• Knowledge of online security protocols and data privacy regulations to ensure a safe and secure online shopping experience for customers.

 

E-commerce Support Analyst Experience Requirements

E-commerce Support Analysts typically require at least 1 to 2 years of experience in a relevant role such as an IT Support Analyst, Business Analyst, or E-commerce Assistant.

This experience could also be obtained through an internship or part-time role in IT support or e-commerce departments.

Candidates are usually expected to be familiar with various e-commerce platforms like Shopify, Magento, or WooCommerce, and should have a strong understanding of web technologies such as HTML, CSS, and JavaScript.

Those with more than 3 years of experience might have developed their technical skills in areas such as database management, system integration, and troubleshooting, often within e-commerce environments.

Candidates with over 5 years of experience may have taken on more strategic roles, such as coordinating cross-functional teams or managing large-scale e-commerce projects.

They are often ready for leadership or managerial positions, with a focus on e-commerce strategies and support services.

In addition to these, an understanding of SEO, digital marketing, and data analysis are often considered beneficial for career advancement in this role.

 

E-commerce Support Analyst Education and Training Requirements

E-commerce Support Analysts typically require a bachelor’s degree in computer science, information technology, e-commerce, or a related field.

They must have a solid understanding of e-commerce platforms, such as Shopify, Magento, or WooCommerce, and should be proficient in programming languages, such as HTML, CSS, and JavaScript.

Knowledge of SQL and database management is often beneficial, as is a familiarity with customer relationship management (CRM) systems.

In addition to the technical skills, E-commerce Support Analysts also need to be adept at problem-solving and have excellent communication skills, as they will often interact with various departments within a company as well as directly with customers.

While not always required, obtaining a certification in e-commerce or a specific e-commerce platform can enhance job prospects and indicate a commitment to the field.

This might include certifications such as a Certified E-Commerce Consultant (CEC) or a certification in a specific e-commerce platform.

Some roles, particularly those at a senior level or within larger companies, may require a master’s degree in a field such as computer science or information systems.

Continuing education is also important in this role, as technology and e-commerce platforms are constantly evolving.

E-commerce Support Analysts will need to regularly update their skills and knowledge to stay current.

 

E-commerce Support Analyst Salary Expectations

An E-commerce Support Analyst earns an average salary of $60,000 (USD) per year.

The actual income can be influenced by factors such as the individual’s level of expertise, the geographical location, and the company they work for.

 

E-commerce Support Analyst Job Description FAQs

What skills does an E-commerce Support Analyst need?

E-commerce Support Analysts should have strong technical skills, including proficiency in web technologies, database management, and troubleshooting.

They should also possess strong communication skills to interact with team members, end-users, and potentially customers.

Analytical thinking and problem-solving abilities are critical for understanding and resolving issues that might arise in an e-commerce environment.

 

Do E-commerce Support Analysts need a degree?

E-commerce Support Analysts typically need a bachelor’s degree in Computer Science, Information Systems, or a related field.

However, some employers might accept relevant work experience in lieu of formal education.

Some positions might also require certifications in specific e-commerce platforms or technologies.

 

What should you look for in an E-commerce Support Analyst resume?

When reviewing an E-commerce Support Analyst resume, look for a combination of technical skills and customer service experience.

This can indicate the candidate’s ability to handle technical issues while maintaining a positive relationship with customers or end-users.

Also, look for experience with specific e-commerce platforms or tools used by your company.

 

What qualities make a good E-commerce Support Analyst?

A good E-commerce Support Analyst is patient, analytical, and detail-oriented.

They have a strong understanding of e-commerce platforms and can quickly identify and solve problems.

They also have excellent communication skills and can clearly explain technical issues to non-technical individuals.

A good E-commerce Support Analyst is also a lifelong learner, staying updated with the latest e-commerce trends and technologies.

 

Is it difficult to hire E-commerce Support Analysts?

The difficulty in hiring an E-commerce Support Analyst can vary depending on the specific skills and experience you’re looking for.

If you require experience with a specific e-commerce platform or technology, it may be more challenging to find a qualified candidate.

However, offering competitive salaries, opportunities for professional development, and a supportive work environment can help attract top talent.

 

Conclusion

And there we have it.

Today, we’ve taken a closer look at what it truly entails to be an e-commerce support analyst.

Guess what?

It’s not just about troubleshooting and fixing issues.

It’s about shaping the future of online retail, one support ticket at a time.

With our comprehensive e-commerce support analyst job description template and real-life examples, you’re ready to take the leap.

But why halt your journey here?

Explore further with our job description generator. It’s your next station for crafting precise job listings or fine-tuning your resume to the finest detail.

Remember:

Every support ticket is a piece of the broader e-commerce puzzle.

Let’s shape that future. Together.

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