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.

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!

Bilingual Retail Account Services Operations Specialist – French/English The Retail Account Services Team is hiring an Operations Specialist with fluency in French and English to provide support for STRATACACHE core digital signage technologies. This position will be working full-time from our Montreal, Quebec office.

Job Summary We work directly with our Retail Customers, the PRN Project Management team, and a 3rd party vendor responsible for maintaining our client’s infrastructure. The team conducts proactive monitoring and issue resolution, and resolves customer-facing issues as they arise. We are responsible for keeping 98% of the devices in production online at all times, and we work diligently to maintain and exceed this commitment.

This position will also support our French speaking customers within our Tier 1 Technical Support Analyst team as well.

Key Responsibilities:

• Provide technical support via phone and email for our Stratacache/Retail Customers, follow the issue through to resolution.
• Analyze problems and develop solutions to meet customer needs.
• 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 and assigned to you.
• Handling and processing equipment replacements when needed.
• Processing tech requests, working with a 3 rd party vendor to ensure this is handled on time.

Qualifications

• Fluency in English and French is required.
• Minimum 2 years technical support experience required
• Clear thinker with excellent interpersonal, written, and verbal communication skills
• Exceptional customer service skills
• Strong problem-solving/troubleshooting skills
• Professional and effective communication skills – both verbal and written.
• Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.
• Effective multi-tasking/organizational skills
• Attention to detail.
• Must be able to work autonomously as well as with a team.
• Excellent work ethic
• Works effectively with little instruction on day-to-day work and general instructions on new projects or assignments.
• Basic knowledge of IP-based networks and technologies.
• Good Computer skills and knowledge of MS Office, Email, Web browser, and Excel/Google Sheet Reports.

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 your 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.