Operations Specialist - Scala (43754)

Scala solutions deliver engaging retail experiences by connecting networks of digital signs, kiosks, mobile devices, websites and Internet-connected devices. Scala, a STRATACACHE company, provides the platform for marketers, retailers and innovators to easily create and centrally manage deployment of shopping experiences while retaining the flexibility to rapidly adapt to local business conditions and preferences of customers in the store. With 30 years’ experience, Scala is well-known for its innovation and leveraging best-of-breed technologies to create solutions that are easy-to-use, yet infinitely customizable. Scala has US-based headquarters near Philadelphia, PA and EMEA headquarters in the Netherlands, and has offices in 28 countries, clients in over 100 countries and support for 20+ languages in the platform.  Visit www.scala.com to learn more!

Scala values our employees – in addition to the opportunity to join a collaborative team and do interesting work, we offer competitive compensation to our employees. Our comprehensive offerings include major medical, dental, vision, and disability insurance options as well as Employee Benefit Time, matching 401K, corporate discounts, and an Employee Assistance Program. We’ll be happy to tell you more during the interview process!

The Scala Operations Specialist  (Dayton) provides advanced technical support for Scala’s core platform. The Scala Operations Specialist will serve as a technical resource for Scala products and will provide customer support, product testing, and other essential job functions. Answer complex telephone or written inquiries from customers regarding Scala and select third-party products, analyze hardware, software and system configurations to identify and diagnose customer-reported issues and recommend corrective actions. Maintain records of customer contact to track customer history and report recurring problems/high severity issues to appropriate resources within Scala.

CORE RESPONSIBILITIES:

• Advanced Technical Support: Deliver Tier 2 troubleshooting and resolution for escalated Scala software issues.
• Field Operations: Schedule field service technicians and part deliveries.
• Knowledgebase Management: Increase support capabilities through updates and maintenance of our knowledgebase.
• Continuously identify opportunities to streamline support processes and improve overall performance
• Perform other duties as requested

QUALIFICATIONS:

• High School Diploma or equivalent is required, BA/BS in related field is preferred, though comparable knowledge and proof of learning ability, through job experience, is also acceptable
• Minimum 2 years technical support experience
• Knowledge of mediation and conflict resolution techniques
• Exceptional customer service skills
• Demonstrated experience positively motivating and mentoring a high-performing team
• Clear thinker with excellent interpersonal, written and verbal communication skills

EMPLOYMENT CONDITIONS:  As a condition of employment, all successful candidates are required to consent and successfully pass mandatory drug and background screening prior to first day of employment.

STRATACACHE and its family of companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other status protected by applicable national, federal, state or local law.

While we are excited and appreciate you interest in our opportunities, please keep in mind that we are not able to contact all applicants that have applied.

No vendor/agency solicitation please.