Retail Account Services Operations Specialist

STRATACACHEdelivers instore 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 taskbased messaging on any digital display. With 3.3 million activations globally we power the biggest digital networks for the worlds largest brands. Across theSTRATACACHEfamily of complementary Marketing Technology solution companies we have the technology expertise and track record to bring retail innovation that delivers results.

STRATACACHE values our employees. In addition to the opportunity to join a collaborative team and do interesting work we offer competitive compensation. 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. Well be happy to tell you more during the interview process!

Job Summary

The RAS Team is seeking an Operations Support Specialist to provide comprehensive support to our customers directly at our office in Dayton Ohio. This role involves working closely with our customers the PRN Project Management team and 3rd party vendors to address technical requests and coordinate equipment replacements. Responsibilities include proactive monitoring resolving customerfacing issues and managing support tickets to ensure 98 device uptime. The successful candidate will be a key communicator bridging customer vendor and project team needs.

Responsibilities and Duties:

• Provide technical support to Stratacache/Retail customers via phone and email following issues through to resolution.
• Analyze problems and develop effective solutions to meet customer needs.
• Adhere to teamspecific guidelines for product group engagement to ensure timely resolution of customer issues.
• Thoroughly document all technical inquiries and customerreported problems in the customer tracking database including the nature of the inquiry and the recommended resolution.
• Effectively multitask prioritize and organize all incoming calls and emails as well as assigned tasks.
• Manage and process equipment replacements as needed.
• Process technical and replacement requests coordinating with a thirdparty vendor to ensure timely fulfillment.
• Manage and maintain a daily ticket queue which serves as the primary source of work.
• Contribute to shared reporting duties.
  

Required Qualifications and Skills:

• 12 years of experience in customer support.
• Work onsite MF from Noon8pm
• Foundational understanding of networking concepts including wireless routers static IPs and DHCP.
• Ability to work effectively with minimal supervision on daily tasks and general guidance on new projects or assignments.
• Proficiency in MS Office Suite (including Excel) email web browsers and Google Sheets.
• Strong attention to detail.
• Excellent organizational and problemsolving skills.
• Ability to multitask and proactively exceed expectations.
• Welldeveloped interpersonal skills essential for collaborating within a team with other help desks and directly with customers. This role represents Stratacache daily.
• Ability to interact effectively and maintain professionalism with customers at all levels via phone and email.