Retail Account Services Operations Specialist

Description

STRATACACHE delivers in-store retail experience transformation and exceptional customer journeys through a wide array of marketing technology. Our solutions enable retailers to learn deeply about their customers’ shopping preferences and behaviors, delivering targeted promotional or task-based messaging on any digital display. With 3.3 million activations globally, we power the biggest digital networks for the world’s largest brands. Across the STRATACACHE family of complementary Marketing Technology solution companies, we have the technology, expertise, and track record to bring retail innovation that delivers results. Learn more about the STRATACACHE family at www.stratacache.com or on Social Media at LinkedIn, Twitter, and Facebook!

STRATACACHE values our employees in addition to the opportunity to join a collaborative team and do interesting work, we offer competitive compensation to our employees. Our comprehensive offerings include major medical, dental, vision, and disability insurance options as well as Employee Benefit Time, matching 401K, corporate discounts, and an Employee Assistance Program. We'll be happy to tell you more during the interview process!

The RAS Team is hiring an Operations Specialist to join our team on a full-time, direct basis at our office in Dayton, OH.

We work directly with the stores, the PRN Project Management team, and a 3rd party vendor responsible for maintaining our client’s infrastructure. The team conducts proactive monitoring and issue resolution and resolves customer-facing issues as they arise. We are responsible for keeping 98% of the devices in production online at any given time, and we work hard to maintain and surpass this obligation.

Responsibilities and Duties

• Working and maintaining a ticket queue daily. This is your primary source of work.
• Responsible for responding to emails related to customers reporting an issue or emails related to service requests.
• Making outbound / taking inbound calls daily to correct as many issues as possible.
• Working on high-priority issues and customer escalations when they come in.
• Handling and processing equipment replacements when needed.
• Processing tech requests, working with a 3rd party vendor to ensure this is handled in a timely manner.
• Proactively assist in updating information for the Knowledge page.
• Proactively assisting our Tier 1 Support in resolving Customer issues in the most efficient way possible.
• Some shared reporting duties

Qualifications

• High school diploma or equivalent required
• 1-2 years of experience in the Customer Support field.
• Must have a basic understanding of networking communication (Wireless Routers/Static IP/DHCP).
• Attention to detail.
• Strong organizational and problem-solving skills.
• Ability to multitask and proactively go beyond set expectations.
• Must demonstrate the ability to follow directions, quickly grasp technical processes, and learn new skills at a pace better than average.
• Well-developed interpersonal skills. You will be working in a team as well as with other help desks and the customer. You will be representing STRATACACHE daily.
• Well-developed phone skills centered around technical troubleshooting. Maintaining a positive tone and demeanor at all times, even in difficult situations.
• Good Computer skills and knowledge of MS Office, Excel, Email, Web browser, and Google Sheet Reports.

EMPLOYMENT CONDITIONS:  As a condition of employment, all successful candidates are required to consent and successfully pass mandatory drug and background screening prior to first day of employment.

STRATACACHE and its family of companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other status protected by applicable national, federal, state or local law.

While we are excited and appreciate you interest in our opportunities, please keep in mind that we are not able to contact all applicants that have applied.

No vendor/agency solicitation please.