IT Support Officer at Pally Agro Products Limited

Job Summary 

• We are looking for an experienced and proactive IT Support Officer to join our team and ensure smooth and secure IT operations for our e-commerce and affiliate marketing platforms. 
• The ideal candidate will have a blend of IT skills with an understanding of the digital and e-commerce landscape.
• The IT Support Officer will be responsible for ensuring seamless IT operations, supporting both the e-commerce website and affiliate marketing programs. 
• This includes troubleshooting issues related to platforms, tracking systems, affiliate links, and customer interfaces. The candidate will also handle IT support for software and hardware systems, ensuring all tech tools are running smoothly and securely.

Key Responsibilities
Affiliate Marketing Platform Support:

• Provide technical support for affiliate marketing platforms, ensuring that affiliate links, tracking systems, and reporting tools function optimally.
• Troubleshoot and resolve issues related to affiliate link tracking, commissions, and campaign performance.
• Assist in setting up, configuring, and maintaining affiliate marketing software and systems.

E-Commerce Website Support:

• Provide day-to-day technical support for the company’s e-commerce website, addressing issues related to product listings, checkout systems, payment gateways, and user experience.
• Assist with product catalog updates, inventory management integration, and troubleshooting issues related to online transactions.
• Ensure smooth integration of third-party e-commerce applications (e.g., Shopify).

Network & System Maintenance:

• Ensure that all affiliate marketing and e-commerce systems are stable, secure, and updated regularly.
• Monitor network and server performance, particularly as it relates to online sales and affiliate link tracking.
• Work with vendors and external service providers to ensure that the infrastructure for online operations is robust and scalable.

Technical Support for Online Tools:

• Provide support for the technical setup, configuration, and troubleshooting of online marketing tools, including CRM, email marketing systems, and analytics platforms.
• Assist in the setup of tracking and reporting systems to monitor the performance of affiliate campaigns and online sales.

Security & Data Protection:

• Ensure the integrity and security of data flowing through affiliate programs and e-commerce platforms.
• Regularly audit systems and applications for potential security vulnerabilities.
• Assist with the implementation of data protection practices in compliance with industry standards and regulations.

Customer Experience Support:

• Troubleshoot and resolve customer-facing technical issues (e.g., issues with orders, login problems, payment processing) that arise from the e-commerce platform.
• Provide technical assistance to the customer service team to resolve tech-related issues quickly.

Collaboration with Marketing & E-Commerce Teams:

• Work closely with marketing, sales, and operations teams to identify and resolve technical issues impacting online sales or affiliate marketing efforts.
• Support the integration of affiliate networks with other digital marketing systems to streamline operations.

Training & Documentation:

• Train staff on how to use internal systems related to affiliate marketing and e-commerce platforms.
• Create and maintain technical documentation to guide employees in troubleshooting and resolving common technical issues.

System Updates & Automation:

• Regularly update e-commerce systems and marketing platforms to ensure they remain secure and efficient.
• Automate repetitive tasks where possible, including inventory updates, order processing, and affiliate tracking.

Requirements
Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Relevant certifications are a plus.

Experience:

• 2-4 years of experience in IT support, particularly in e-commerce or affiliate marketing environments.
• Hands-on experience with e-commerce platforms (Shopify, etc.) and affiliate marketing systems.
• Experience with tracking software and troubleshooting online sales issues.
• Knowledge of CRM tools and email marketing platforms is an advantage.

Technical Skills:

• Proficiency in troubleshooting e-commerce platforms, payment gateways, and customer-facing software.
• Familiarity with HTML, CSS, JavaScript, and web-based technologies.
• Experience working with cloud-based services and managing data security.
• Strong knowledge of affiliate marketing tools, such as affiliate networks and tracking systems.
• Solid understanding of internet security practices and data privacy regulations.

Soft Skills:

• Strong problem-solving skills with a customer-first mindset.
• Excellent communication skills to interact with both technical and non-technical staff.
• Ability to work under pressure, prioritize tasks, and manage multiple support requests.
• Team player with the ability to work cross-functionally to resolve issues efficiently.

Work Environment:

• Ability to work in a fast-paced e-commerce and affiliate marketing environment.
• Flexibility to respond to urgent IT issues during peak sales periods, including after-hours support when required.
• Willingness to work remotely or travel to different company locations for support needs.