Platform Support Analyst - Level 1

6 days ago

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Neptune Retail Solutions

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Your data-driven retail activation partner with an unparalleled network of digital and in-store omni-channel solutions.

1001 - 5000

Description

• Responsible for helping customers resolve technical questions related to the Coupons platform, integration, and setup. • Main escalation point for technical support issues. • Provide high-quality service that aligns with customer goals and requests. • Take full ownership and control of issues, developing and maintaining excellent client relationships. • Lead interaction and collaboration with other teams to address escalated issues. • Gain a technical and functional understanding of the platform architecture. • Expertise in querying DB and analyzing data for troubleshooting. • Interact directly with partners and clients to resolve technical issues timely. • Notify management of any potential escalations and escalate where appropriate. • Work in rotational shifts and provide on-call support as needed. • Automation for repetitive tasks.

Requirements

• 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.