Consumer Experience Specialist

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.

As a member of the Consumer Experience team, you will leverage technical expertise to resolving customer cases. As a Consumer Experience expert, you will enable customer success by helping customers overcome technical/product challenges while providing a best-in-class customer experience. You are responsible for assisting a wide range of day-to-day operational execution from handling internal and external clients with technical support requests, and ensuring cases are logged, prioritized, and resolved in a timely manner. As a member of this team, you must: be driven, determined, self-motivated, possess good analytical skills, be a genuine people person, be team oriented, and project a confident, professional demeanor. This role demands working in the night shift

Essential Duties and Responsibilities:

• Responsible for providing Level 1 front-line troubleshooting and application support for multiple customers.
• Provide exceptional interactive support by telephone, email, Social Media and chat to satisfy customer’s needs.
• Going the extra mile to follow-up with customers, ensuring issues are resolved and customers are satisfied.
• Provide specifications for the configuration of systems, applications, and other technical details when necessary.
• Evaluate and troubleshoot customer and client issues while tracking specific details in our incident management ticketing system.
• Interact with internal and external department resources for problem determination, resolution, and escalation.
• Test newly fixed bugs prior to deployment by the engineering team as needed. Able to translate technical information to plain language for easy to understand by customers.
• Work within a team of other support professionals including other Tier1/Tier2 Engineers to provide world class solutions and exceptional customer service.
• Collaborate with engineering team during design and implementation phases of projects.
• Share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
• Help maintaining customer facing and internal Support knowledgebase articles.
• Be a leader in the group, both on execution and knowledge sharing.

Position Qualifications:

• Working knowledge of systems/incident management tools such as Jira, Zendesk, etc.
• Ability to act in a responsive and sensitive manner to all customer inquiries.
• Excellent troubleshooting, debugging, documentation, and communication skills.
• Outstanding oral and written communication skills. Must have exceptional phone and e-mail etiquette.
• Detailed, organized and results oriented
• Proficient working on desktop computers in a windows environment; a working knowledge of Microsoft standard applications such as Outlook, Word, Excel, etc.

Preferred Skills:

• 1+ years’ experience as customer service representative.
• 1+ years Customer Support activities preferred.
• Four-year degree or equivalent work experience.

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Neptune Retail Solutions is an Equal Opportunity Employer.