Platform Support Analyst-level 1 - Jersey City, United States - Neptune Retail Solutions

Neptune Retail Solutions
Neptune Retail Solutions
Verified Company
Jersey City, United States

2 weeks ago

Mark Lane

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Mark Lane

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Description
Headquartered in Jersey City, NJ, Neptune Retail Solutions is the nation's premier retail marketing services company.

We are experts at influencing buying behaviors through disruptive, innovative, and results-oriented solutions, including in-store, home-delivered, and digital media tactics.

Our powerful advertising and promotional programs are supported through rich data and insights. The country's largest consumer packaged goods manufacturers rely on NRS for unparalleled consumer reach and engagement.


This is a great opportunity for an experienced Platform Support analyst, looking to learn and grow and also take advantage of their existing skill set.


Position Responsibilities:

  • Main escalation point for technical support issues.
  • Be prompt and provide highquality service that aligns with customer goals and requests.
  • Requires the ability to take full ownership and control of an issue, to develop and maintain excellent relationships with all our clients and partners, and to help in continuously improving the support service to maintain a high level of client satisfaction.
  • Lead interaction and collaboration with other teams, such as Engineering and L2 Support, as needed to address escalated issues.
  • Gain a technical and functional understanding of the platform architecture.
  • Expertise in querying DB and analyzing the data returned as part of troubleshooting the issue.
  • Interact directly with our partners and clients to resolve technical issues in a timely manner.
  • Notify the management team of any potential escalations.
  • Escalate where appropriate.
  • Work in rotational shifts and provide oncall support as needed.
  • Automation for repetitive tasks.

Position Qualifications:

  • Bachelor's Degree (or equivalent) with handson experience in technical support.
  • Exceptional written and oral communication skills including documentation.
  • Past development experience is a plus
  • Understanding of one or more relational databases (MySQL, SQL Server, Oracle), including the ability to run queries and analyze the output.
  • Basic understanding of Linux Server operating systems is must.
  • Working knowledge of Cassandra is a plus
  • Experience with any enterprise monitoring systems like Nagios, Splunk, NewRelic or Systems Center is highly desired.
  • Knowledge on ITSM framework is a plus.
Neptune Retail Solutions is an Equal Opportunity Employer.
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