Retail Account Services NOC Analyst (42264)

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+ software activations globally, we power the biggest digital networks for the worlds 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. 

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. Well be happy to tell you more during the interview process!

This position will be working as Stratacache Retail Account Services NOC Analyst in Dayton, Ohio. The Retail Account Services NOC Analyst will serve as a technical resource for Stratacache products and will provide proactive monitoring of clients digital signage network, precise issue documentation of troubleshooting steps via ticketing, outbound client engagement via phone, email or chat, inbound customer support via phone, email or chat, product testing, and other essential job functions. Answer basic and complex telephone or written inquiries from customers regarding Stratacache family of products and select third-party products, analyze hardware, software and system configurations to identify and diagnose customer-reported issues and recommend corrective actions. Maintain records of customer contact to track customer history and report recurring problems/high severity issues to appropriate resources within Stratacache.

PRINCIPLE ACCOUNTABILITIES

• Provide technical support via phone and email for Stratacache/Scala hardware/software products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to resolution or escalate if no resolution can be found.
• Analyze problems and develop solutions to meet customer needs and requirements.
• Follow team-specific guidelines for product group engagement to ensure timely resolution of customer issues.
• Document all technical inquiries and customer-reported problems in the customer tracking database including the nature of the inquiry, and the resolution recommended. Multi-task, prioritize and organize all calls and e-mails sent to you and assigned to you.
• Perform other duties as requested

• High school diploma or equivalent required. A Degree in Computer Science, Computer Engineering, or similar discipline is preferred, though comparable knowledge and proof of learning ability, through job experience, is preferred.
• 1- 3 years technical support experience preferred
• Critical Thinking Skills - an ability to think outside the box.
• Exceptional customer service skills.
• Strong problem-solving/troubleshooting skills.
• Professional and effective communications skills both verbal and written.
• Ability to effectively interact and maintain professionalism with customers at all levels via phone, email and chat
• Effective multi-tasking/organizational skills
• Must be able to work autonomously as well as with a team
• Works effectively with little instruction on day-to-day work and general instructions on new projects or assignments.
• Able to work on problems of diverse scope where analysis of data requires evaluation of identifiabl