I joined Gene Commerce, in the new Liverpool office just after merged with Dev Team, a 45+ strong international business with remote Developers in Manila.

As Ecommerce Support Desk Analyst I provided service focused technical assistance and bug resolution within service level agreements (SLA's) for clients with B2C & B2B Magento websites. This required the ability to quickly triage the severity & urgency of issues, multitask, prioritise, troubleshoot and problem solve as well as communicate progress of all tickets from initial response through to conclusion.

By March I was responsible for the backlog of support tickets and new requests from initial acknowledgment through to closing of tickets, escalating code fixes to 3rd line developers when required. During my time at Gene the backlog was cleared from ~300 to <100 tickets.

As a result of the merger, and as the number of M2 & M1 clients gradually increased, I worked through the implementation of structural changes, new processes & workflows. It was constant adaption as tickets migrated from HelpDesk to Zendesk, and as previously used development "sprints" where later used for the remaining ticket "backlog", steadily phased out in favour of a reactionary rapid Kanban process for new tickets.

I drew upon my Ecommerce experience, broad understanding of web technologies, programming / scripting languages, browsers, DNS, security practices, SSL certificates, HTTP, JavaScript, HTML5, CSS3, SQL, API's, optimisation & debugging to . . .

Triage new support tickets, received via Zendesk, determining if request falls in support desk remit, establishing and assigning priority
● Respond to and resolve questions & configuration changes in relation to Magento & bespoke functionality built by Gene, technical bugs, code issue fixes, change requests, upgrades to third-party modules and alerts raised by monitoring tools (PagerDuty & Site24x7)
Replicate issues, clarifying clients requirements, documenting the steps to replicate, outline of the problem and acceptance criteria
● Retrieve any additional information required from the client, diagnosing and providing resolution to technical faults through Magento / internal user guide or Magento admin config setting
Escalate technical bugs, to 3rd line Development team to investigate & provide resolution, by creating & tracking tickets in Jira
● Answer developers questions acting as intermediary between clients, product managers and the developers
● Owned delivery of developers code fixes scheduling deployments
Test developer bug fix releases on staging & live environments, reviewing against original requirements, placing test orders if necessary, handling 3rd line communications with client to closing of ticket
● Ticket time logging using Harvest to report clients support hours weekly
● Contributed to discussions and answered questions in daily support stand up with developers using Zoom
● Active role in weekly sprint planning meetings with project managers taking into account commercial / client priorities & resource availability establishing estimations
Slack for internal communication, Confluence for internal documentation
● Managing Your Magento 2 Store Training (based on Magento Commerce v2.2.x and Magento Open Source v2.2.x)
- Info to set up and manage Magento 2 Store Catalog including: Category structure, product types, layered navigation, product relations
- Manage customer accounts & groups, users & user roles
- Create and manage orders, shipments, tax rules, payment and shipping methods, store emails, and reports
Communication & collaboration workshop away day
● Attend Push On Manchester Magento Meetup


For more information please see -

Posted by Ralawise on Wednesday, 8 August 2018

Roles & Responsibilities

Technical Support of White Label Web Shops (YourWebShop Product) for > 700 clients
● Setup & configuration of clients web shops
● Telephone support answering client queries and troubleshooting technical issues - Jira ticketing system
Suggest improvements to clients helping them to make the most of their websites, particularly advising on content pages, SEO and digital marketing
Hand coding clients content pages in the WYSIWYG editor using HTML5 & CSS3
● General support & maintenance of the company‚Äôs main high traffic ecommerce website ( and related web services
● Sought ways to improve the overall user experience (UX) of Ralawise online services, producing briefs for external developers that outlined future developments in priority order
● Produce test plans & ensured that new functionality met the requirement specification, then coordinated release into the production environment
Tested & recreated bugs in a development environment, and coordinated the release of fixes with 3rd party web developers through test environments and into production
Jira ticketing system was used for both logging support issues & liaising with 3rd party developers
● Extended SQL knowledge to query customer and order history information in both web and sage databases
Integrated contact forms, social media buttons, widgets & plugins into the demo web shops using HTML iframes to exhibit customisation possibilities using the WYSIWYG editor
● Prepared user guide documentation for clients to follow for integrating contact forms, Google Maps and social media plugins (Incl. Facebook, Twitter, LinkedIn, Pinterest, YouTube, Google+)
Selling web shops - consulting clients through the features & benefits of the ecommerce platform (over the phone, through screen share demos & F2F at trade shows)
● Successfully converted leads generated at trade shows into new business (conservatively brought in contracts equalling starting salary within first 12 weeks of employment)
Present the web shop at Ralawise seminar days to groups of up to 30 clients, closing new pieces of business
● Suggested & created a setup form so I could setup & configure web shops for clients whose primary objection was time constraint
● Suggested & created an online video of web shop features & benefits for clients to view in their own time
● Suggested & implemented making follow up calls a month after web shop contracts began to increase retention & renewal rates
● Created a sales cheat sheet of features & benefits for sales reps and used as marketing literature
● Collected, curated and published FAQ's for marketing material including
● Improved & updated online help guide documentation on Umbraco CMS
● Take payments for web shops & administration of web shop contracts, ensuring contracts are completed, kept up to date and renewed
● Contact cancellations to gather feedback

Demo Ralawise Web Shop

Your browser does not support the Demo Ralawise WebShop Iframe. Visit the Ralawise WebShop Demo directly

Build Your Business Video

Below is a Ralawise marketing video from the "Build Your Buisness" shows that I attended in Caterbury, Southampton, Bristol and Birmingham in 2018.

33 seconds in I appear consulting a client about the white label webshop. In my defense I had no idea I was being filmed.