Bilingual Retail Account Services Operations Specialist- French (42559)

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 seeking an Operations Support Specialist that is fluent is French and English 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 customer-facing 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 French speaking Stratacache/Retail customers via phone and email, following issues through to resolution.
•    Analyze problems and develop effective solutions to meet customer needs.
•    Adhere to team-specific guidelines for product group engagement to ensure timely resolution of customer issues.
•    Thoroughly document all technical inquiries and customer-reported 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 third-party 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.

•    Fluent in French & English
•    1-2 years of experience in customer support.
•    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 problem-solving skills.
•    Ability to multitask and proactively exceed expectations.
•    Well-developed 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.

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,