Ticket Analysis and Labeling: Review generated tickets, focusing on pricing parameters. Label tickets for precision and recall analysis to ensure comprehensive tracking and resolution of pricing-related issues and model improvements for Walmart Owned & Marketplace products.
Stakeholder Collaboration: Engage with merchants, SAMs, and other stakeholders to understand pricing requirements. Escalate issues promptly to the appropriate personnel for resolution, ensuring timely fixes.
Cross-Functional Collaboration: Collaborate with cross-functional stakeholders such as engineering, product, legal, customer trust, and internal teams. Identify root causes, resolve issues independently or escalate to relevant teams for resolution.
Customer Interaction and Issue Resolution: Respond to customer queries, process orders, and troubleshoot issues across multiple communication channels. Maintain a high level of customer service while addressing customer comments and resolving issues promptly
Bug Replication and Ticket Escalation: Replicate, troubleshoot, and document simple bugs. Maintain thorough records in the ticketing system and escalate unresolved tickets to the L2 Support team
Documentation and Process Improvement: Create documentation of support processes when assigned. Continuously seek to improve support workflows and procedures by providing recommendations based on RCA done during ticket review.
Performance Metrics and SLA: Strive to exceed SLA expectations, drive key support metrics, and improve the seller and customer experience through superior support.
24x7 On-Call Support: Participate in a rotational on-call schedule, being available round-the-clock to address urgent pricing issues, ensuring minimal disruption to pricing strategies across all channels
Skillset Requirements:
Knowledge of SDLC, JIRA, Tableau, etc.
Excellent written and verbal communication skills
Strong troubleshooting, analytical, and problem-solving abilities.
Proficiency in Excel, Word, and email software
Ability to work in a team, prioritize tasks, and multitask efficiently