Technical Support Analyst- Waterloo

STRATACACHE provides scalable customer experiences, empowering retailers to learn deeply about their customers shopping preferences and behaviors, allowing for personalized shopper interaction. Our solutions deliver consumer activation at the point-of-decision, generating new sales opportunities and enhanced retail profitability. With 3 million software activations globally, we power the biggest digital networks for the worlds largest brands. Across the STRATACACHE family of complementary digital media/ad tech 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.

The Technical Support Analyst will serve as a technical resource for STRATACACHE products and will provide customer support, product testing and other essential job functions in a call center environment.

Principal Accountabilities:

• Provide technical support via phone and email for STRATACACHE hardware/software products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow through to resolution or escalate if no resolution can be found.
• Document all technical inquiries and customer reported problems in the customer tracking database including the nature of the inquiry, and the resolution recommended.
• Analyze problems and develop solutions to meet customer needs.
• Additional job duties as assigned.

Basic & Preferred Qualifications:

• High School Diploma required; Bachelors Degree in Computer Science, Computer Engineering or similar discipline preferred.
• 1 year of relevant technical support experience required.
• Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.
• Ability to handle problems of a diverse scope where analysis of data requires evaluation of identifiable factors.
• Knowledge of IP based networks and technologies.
• Knowledge of Linux and Windows operating systems, file system structure and troubleshooting techniques.
• Must be able to work autonomously as well as with a team

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.

APPLICATIONS MUST BE COMPLETE AND SIGNED IN ORDER TO BE CONSIDERED FOR 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, genetic information, or any other status protected by applicable national, federal, state or local law.

While we are excited and appreciate you interest in our opportunities, please keep in mind that we are not able to contact all applicants that have applied.

No vendor/agency solicitation please.