- Manage and address daily tasks within a ticketing queue.
- Respond to customer-reported issues and service requests via email.
- Handle both outbound and inbound calls daily to resolve issues efficiently.
- Address high-priority concerns and customer escalations promptly.
- Facilitate equipment replacements as necessary.
- Process tech requests and collaborate with external vendors for timely issue resolution.
- Proactively update information on the Knowledge page.
- Support Tier 1 Support in resolving customer issues promptly and effectively.
- Participate in shared reporting activities.
- High school diploma or equivalent is a prerequisite.
- 1-2 years of prior experience in Customer Support is preferred.
- Basic understanding of networking communication, including Wireless Routers, Static IP, and DHCP.
- Demonstrated attention to detail with strong organizational and problems-solving abilities.
- Capability to multitask and exceed predefined expectations proactively.
- Ability to follow instructions, grasp technical processes quickly, and acquire new skills efficiently.
- Excellent interpersonal skills for effective teamwork and customer interactions representing STRATACACHE positively.
- Proficient phone skills for technical troubleshooting while maintaining a positive demeanor even in challenging situations.
- Strong computer skills with knowledge of MS Office, Excel, Email, Web browsers, and Google Sheet Reports.
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Retail Account Services Operations Specialist - Dayton, United States - STRATACACHE GROUP
Description
Job DetailsJob Location
STRATACACHE Headquarters - Dayton, OH
Position Type
Full-Time
Education Level
High School
Job Category
Information Technology
About the Company
STRATACACHE and its family of companies specialize in revolutionizing the retail experience and enhancing customer journeys by offering a diverse range of marketing technology solutions. Our innovative tools empower retail establishments to gain in-depth insights into their customers' shopping preferences and behaviors, allowing for the targeted delivery of promotional content and task-oriented messaging across various digital displays. Boasting over 3.3 million activations worldwide, we drive some of the most extensive digital networks for renowned global brands. Through our collection of complementary companies focusing on Marketing Technology solutions, we possess the necessary technology, knowledge, and proven track record to introduce retail innovations that yield tangible outcomes. Discover more about the wide-ranging STRATACACHE family on our official platforms or reach out through Social Media channels on LinkedIn, Twitter, and Facebook.
At STRATACACHE, we highly value our employees. In addition to offering the chance to be part of a collaborative team engaging in intriguing projects, we provide competitive remuneration packages to our staff. Our comprehensive benefits package incorporates essential features such as major medical, dental, vision, and disability insurance options, along with Employee Benefit Time, 401K matching, exclusive corporate discounts, and an Employee Assistance Program. Further insights into our perks and benefits will be shared throughout the interview process.
Position Overview
The RAS Team at STRATACACHE is currently seeking a 2nd Shift Operations Specialist to join our workforce on a full-time, direct basis at our Dayton, OH office. The working hours for this role are from Monday to Friday, starting at noon and ending at 9 pm.
As part of our team, you will collaborate closely with store personnel, the PRN Project Management team, and an external provider responsible for overseeing our clients' infrastructure maintenance. Your primary responsibilities will include proactive monitoring and resolution of issues and addressing any customer-facing concerns promptly. Maintaining a 98% uptime for all devices in production is crucial, and we strive to not only meet but exceed this standard through our dedicated efforts.
Key Responsibilities
STRATACACHE and its affiliated enterprises uphold equal employment opportunities (EEO) for all personnel and job applicants, regardless of race, color, religion, gender, national origin, age, disability, genetic information, or other legally protected statuses. Please understand that although we are enthusiastic about your interest in our vacancies, we might not be able to reach out to every applicant.
We kindly request no solicitation from vendors or agencies.
