Job description

Headquartered in Jersey City, NJ, Neptune Retail Solutions is the nation’s premier retail marketing services company. We are experts at influencing buying behaviors through disruptive, innovative, and results-oriented solutions, including in-store, home-delivered, and digital media tactics. Our powerful advertising and promotional programs are supported through rich data and insights. The country’s largest consumer packaged goods manufacturers rely on NRS for unparalleled consumer reach and engagement.

NRS’s digital portfolio is making its mark on the industry. NRS digital products include Checkout 51, Freedom Platform, digital media tools/services (digital display, premium mobile, social, email, DOOH, and digital in-store). We continue to strengthen these existing tactics while expanding our product offerings, partnerships, and capabilities. We offer unique and data-led strategies for our clients to reach their most valuable shoppers. Our products continue to evolve to include best-in-class methods to deliver engaging content at the most impactful time in the most relevant geographies.

In this role, the candidate will be responsible for helping customers resolve technical questions related to the Coupons platform, integration, and setup. Candidates will be a key part of our Client Success strategy helping integrate new clients and working as Tier 1 support. Candidates must have strong analytical, troubleshooting, problem resolution and communication skills, including ability to communicate with customers via phone, face to face, and in written correspondences.

This is a great opportunity for an experienced Platform Support analyst, looking to learn and grow and also take advantage of their existing skill set.

Position Responsibilities:

Main escalation point for technical support issues.
Be prompt and provide high-quality service that aligns with customer goals and requests.
Requires the ability to take full ownership and control of an issue, to develop and maintain excellent relationships with all our clients and partners, and to help in continuously improving the support service to maintain a high level of client satisfaction.
Lead interaction and collaboration with other teams, such as Engineering and L2 Support, as needed to address escalated issues.
Gain a technical and functional understanding of the platform architecture.
Expertise in querying DB and analyzing the data returned as part of troubleshooting the issue.
Interact directly with our partners and clients to resolve technical issues in a timely manner.
Notify the management team of any potential escalations.
Escalate where appropriate.
Work in rotational shifts and provide on-call support as needed.
Automation for repetitive tasks.

Position Qualifications:

Bachelor's Degree (or equivalent) with hands-on experience in technical support.
Exceptional written and oral communication skills including documentation.
Past development experience is a plus
Ability to trace and debug Web applications.
Understanding of one or more relational databases (MySQL, SQL Server, Oracle), including the ability to run queries and analyze the output.
Basic understanding of Linux Server operating systems is must.
Working knowledge of Cassandra is a plus
Experience with any enterprise monitoring systems like Nagios, Splunk, NewRelic or Systems Center is highly desired.
Knowledge on ITSM framework is a plus.