Technical Support Analyst (Store Systems Team) - (JD12201)
Job Requisition ID: JD12201
Job Title: Technical Support Analyst (Store Systems Team)
Job Type: Regular Full-Time
Location: Saint Petersburg, FL
SUMMARY:The incumbent is responsible for day-to-day support of all hardware and software installed on our syndicated network for Checkout Couponin for both domestic and international markets. The incumbent is also responsible for advanced support of Catalina Health Resource (CHR) clients. This individual is responsible for trouble-shooting and analysis of all hardware and software utilized in-store by Catalina Marketing.
Duties And ResponsibilitiesProficient in knowledge and use of Store System versions; proficient in all functions routinely performed by Field Service Technicians.
Proficient in knowledge use and support of CHR operating system.
Gain strong understanding of Loyalty Marketing and RDOL/RDOLi to assist in trouble-shooting Loyalty and RDOL/RDOLi print program execution errors and data integrity issues as they relate to store systems.
Perform trouble-shooting of hardware/software issues related to Checkout Couponand CHR print programs; escalate as needed to Store System Specialist for resolution or CHR-SQA for resolution.
Proficient in use of various query tools to extract data and transmit from store PC for analysis at corporate facility.
Research and analyze data retrieved from our in-store systems working with appropriate groups (SS Specialists SQA App. Dev. Field Service retailers etc.) to determine root cause of program execution failure and recommend corrective action.
Very Proficient in documentation of root cause analysis for escalation according to Best Practices to Store System Specialist when necessary; or to update department documentation and knowledge center and department management as needed
Assist Field Service Technicians in trouble-shooting more complex and/or new hardware configurations. Intercede on behalf of FST with Store System Specialist to trouble shoot newly identified software configuration defects.
Accurately log all in-bound or update escalated calls in department call tracking system; provide timely status updates to stakeholders.
Author and conduct training and orientation as it relates to Store Systems for Customer Service/Support Technicians providing department training as outlined in department training checklists; work with RNS Director of Training to develop/maintain documentation as needed as it pertains to RNS.
Demonstrate business maturity and discretion on all topics/issues related to confidential client and customer data.
Assist Software Quality Assurance on an as needed basis for the purpose of recreating defects testing software and hardware fixes enhancements or new products.
Represent Customer Product Services as Subject Matter Expert when and where appropriate.
Provide after hours support (evenings weekends and holidays) by rotating pager duties with other team members on a consistent and equitable schedule.
Remain current on technology by attending classes offered by Catalina for hardware store systems hardware and software; attend seminars pertinent to job dutiesEDUCATION:Associates Degree or non-specific/non-related Bachelors Degree or equivalent directly related experience.
2 - 3 years directly related job experience; Help Desk experience is preferred
Special SkillsExperience in Field Service or Help Desk is desirable
Grocery Store (retailer) experience is a plus
Proficient in use of Microsoft Office Suite (including Access) Oracle and Redbrick
Proficient in trouble shooting skills for both PC hardware and software applications including DOS and operating systems such as OS/2 Microsoft XP.
Knowledgeable in database query tools including: Brio Sequel Ultra Edit etc. to extract and analyze Store Logs and Data files
Superb Analytical and problem-solving skills relating to system files/logs and business as a whole
Strong Verbal and Written Communications
Exceptional Organizational skills
Superb time management skillsCRITICAL SUCCESS FACTORS:
Customer Focus (customer orientation; responsiveness handle difficult situations; does not sacrifice quality to satisfy customer)
Team Orientation (collaboration; shared accountability; show respect for others; build and maintain relationships manage disagreements)
Results Oriented (display a sense of urgency and persistence until goals are met; motivated by results rather than reward; apply problem-solving skills to overcome obstacles)
Leadership (exhibit professionalism; provide direction)
Influence Skills (assertive persuasive)
Exceptional Personal Qualities (Honesty Integrity maintain confidentiality)The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform other job-related tasks other than those specifically presented in this description.
All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.