JOB SUMMARY / DESCRIPTIONThe AutoScale Specialist is responsible for managing set up, configuration, specialized support, consulting, and related technical processes associated with AutoScale products and the areas of the store in which AutoScale products are used. RESPONSIBILITIES
- Onboarding, installation, and configuration of ECRS' AutoScale for new and existing customers.
- Provide answers to ECRS customers to basic support questions concerning ECRS' AutoScale functionality as the initial point of contact for ECRS' AutoScale retailers.
- Ability to troubleshoot, diagnose, and resolve AutoScale issues with thorough understanding of the most current AutoScale Troubleshooting Guide and Consulting Guide.
- Paid consulting engagements for ECRS' AutoScale installations and enhancements.
- Ability to install the AutoScale remotely from start to finish, including setup of the scale, maximizing speed, ease of use, and addressing customer needs.
- Serve as a Jaspersoft label tickets expert.
- Assistance in creating internal and external documentation in coordination with the ECRS Knowledge Resources Team.
- Adherence to published best practices, policy, SLA (Service Level Agreement), and technical documentation.
- Advocate for retailers needs to Business Unit Manager, Product Owner and Product Escalation Manager as necessary.
QUALIFICATIONS
- 1+ years' experience with technical help desk procedure, customer service, and retail operators.
- Basic knowledge in at least one or more of the following: installing, operating, testing, planning & configuring relevant technologies.
- Basic understanding of a retail environment & operations.
- Intermediate to advanced knowledge in hardware, Windows, and Linux operating systems.
- Intermediate to advanced root cause analysis and troubleshooting skills.
- Ability to learn, use, and troubleshoot retail software and related hardware.
- Effective customer service skills, which includes a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.
- Strong work ethic, professional attitude, and team player.
- Strong written, telephone, and personal communication skills.
- Strong organizational skills and ability to self-manage time efficiently.
- Ability to manage multiple priorities with flexibility to meet changing needs.
- Technical aptitude and a willingness for ongoing learning.
- Display a high degree of emotional intelligence.
ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.ABOUT ECRS:ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity of a high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions.We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, sexual orientation, disability, age, political affiliation, or national origin.