Technical Support Operations Lead

Description

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 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 Technical Support Operations Lead will primarily work for X2O. This position will serve as a technical resource for X2O/STRATACACHE products and will provide customer support, product troubleshooting and problem solving, product testing and other essential job functions in a call center environment. In addition, this position will manage the day to day work of the Tier 2 Technical Support Specialists.

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.
• Provide guidance and direction to Tier 2 Technical Support Specialists.
• Curate support knowledge base, establish support processes and procedures.
• Develop detailed support documentation from root cause analysis reports, QA and testing reports, new feature release notes, and raw project source documentation.
• Create detailed repeatable instructional and process documentation from conceptual processes and procedures.
• Document all technical inquiries and customer reported problems in the customer tracking database including the nature of the inquiry, and the resolution recommended.
• Regularly interface with engineering, product, and development teams.
• Analyze problems and develop solutions to meet customer needs.
• Manage hardware RMA procedures, field technician dispatches, and service visits.
• Additional job duties as assigned.

Qualifications

• High School Diploma or equivalent required; Bachelor's Degree in Computer Science, Computer Engineering, Computer Science, Information Technology or similar discipline preferred.
• 2 years of relevant technical support experience required.
• Ability to effectively interact and maintain professionalism with customers at all levels via phone, email, chat, and teleconference.
• Ability to handle problems of a diverse scope where analysis of data requires evaluation of identifiable factors.
• Ability to analyze complicated problems and determine solutions.
• 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.
• Prior management experience is an asset.

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, 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.