eBusiness Support Specialist at Airbase

Levittown, Pennsylvania, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Industrial Gases, eBusiness, Digital ITIndustries

Requirements

B.A. / B.S. in Business, Marketing, or Communications, or equivalent experience within a Digital Operations environment
Demonstrated troubleshooting experience
Proficiency with Google suite
Strong technical aptitude, problem solving, and organization skills
Ability to work under pressure to meet deadlines, both independently and as a team member
Interpersonal skills including ability to deal with difficult situations in a diplomatic and professional manner
Exemplary communication skills with an emphasis on exuding professionalism in all situations; excellent verbal and written communication through active listening, probing questions and obtaining clarification as needed
Understanding of eBusiness/eCommerce, eProcurement practices
At least 3+ years of Customer Service and/or technical support (preferred)

Responsibilities

Set up, maintain and register Airgas.com users for website access, assisting with modification requests, login credentials, identification of new account(s), linking account(s), disabling users, and helping to create online ordering lists
Act as subject matter expert for both internal and external customers regarding website functionality and support escalation; explain and demonstrate website features
Report site performance; collect / intake site recommendations, improvements and defects. Capture, track, quantify and convey website improvement opportunities and defects communicated by internal and external customers
Identify site issue vs. account setup discrepancies; capture issue details - if issue requires technical support and/or review
Utilize internal / backend support tools including, but not limited to, SAP, Hybris, Salesforce ecommerce and submission of support tickets (via an IT support application)
Professionally respond to questions ranging from routine to complex inquiries; if applicable, route requests to appropriate Airgas Associate and coordinate handoffs, ensuring customer satisfaction with resolution path
Provide systematic approach to troubleshooting and/or replicating online user experience; spearhead communication / coordination of customer resolution
Documentation and/or escalation to Digital Product Managers, IT resources, internal and external stakeholders if/when there are site disruptions, issues and/or outages
Provide status updates/communication on reported issues to all relevant stakeholders
Perform Business User Acceptance testing (B-UAT) activities including testing, analyzing and/or validating website enhancements, defects and/or issues through multiple hardware and software tools; report validated findings
Ambassador in promoting eBusiness Solutions for internal/external users with a common goal of increasing digital growth and adoption of the eBusiness channel
Act as a Voice of the Customer
Other duties as assigned

Skills

Airgas.com

Airgas Mobile Reorder App

Airgas SupplySync

SAP

Hybris

Salesforce

eCommerce

Customer Support

Troubleshooting

Support Tickets

Airbase

Spend management and AP automation platform

About Airbase

Airbase offers a spend management platform that helps businesses manage their financial operations more effectively. The platform includes services such as guided procurement, accounts payable automation, expense management, and corporate card management. These features allow companies to control their spending, streamline procurement processes, and automate accounts payable tasks. Airbase's software is designed to be user-friendly, providing visibility and control over spending for clients ranging from small businesses to large corporations. Unlike many competitors, Airbase also fosters a community for finance professionals through its Slack group, Off the Ledger, where users can share insights and ask questions. The goal of Airbase is to provide businesses with the tools they need to manage their finances efficiently and ensure compliance globally.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$88MTotal Funding

ACQUISITIONCompany Stage

Enterprise Software, FintechIndustries

201-500Employees

Risks

Competition from Amazon Business could threaten Airbase's market share in spend management.

Paylocity's acquisition may disrupt existing client relationships or service offerings.

Rapid AI integration may face adoption challenges, impacting customer satisfaction.

Differentiation

Airbase offers a comprehensive spend management platform with AP automation and corporate card management.

The platform provides real-time insights into spending, enhancing decision-making for mid-market firms.

Airbase's partnership with Sardine enhances fraud prevention, increasing platform security and client trust.

Upsides

AI-powered Touchless AP reduces manual processing time, boosting efficiency and cost savings.

Paylocity's acquisition could expand Airbase's resources and accelerate growth and innovation.

New spend analytics and vendor management features offer better financial control for clients.

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