Retail Expert, Inc. is seeking a Client Support Account Manager to assist in post-installation product support and Client Service opportunity development at established Retail Expert, Inc. customers. The successful candidate must possess 3 years of customer support experience in a technical environment. This is an immediate opportunity for the right candidate. The position involves 30% travel.

Position Overview:

• Interact with customer Loss Prevention user group to define business processes as they relate to our exception based reporting system.
• Provide support to all customers using our product. Duplicate, pinpoint, and document reported problems in our issue-tracking database.
• Work closely with the development team to design and implement enhancements and bug fixes.
• Coordinate interaction between client IT group and Retail Expert, Inc. Technical Services staff regarding enhancements or upgrade implementations for existing client base.
• Troubleshoot, escalate, and make changes to fix first-line support issues within existing client sites via VPN.
• On-site product testing to ensure customer expectation compliance as required.
• Provide User Group product training.
• Assist in the development and implementation of fundamental QA Processes.

Required Skills:

• Must have the ability to multi-task with a sense of urgency.
• Works well in a fast-paced environment.
• Detail oriented.
• Problem solver and ability to provide primary problem diagnosis and coordinate resolution.
• Experience in call center technical role preferred.
• Experience in PC support, Client Server applications, and understanding of relational database.
• Application development experience is a plus.
• High degree of computer literacy required. Experience with full Microsoft suite.
• Proficiency in the use of databases, specifically, Oracle, MS SQL Server, Enterprise manager, and related tools (TOAD, PL/SQL, Query Analyzer, Enterprise Manager). Exposure to Java a plus.
• Bachelor degree in CS, IS, or BA discipline with equivalent experience.
• Solid understanding of QA practices and methodologies.
• Good communication skills. The successful candidate must have the ability to express complex technical concepts verbally and in writing.
• Experience with remote WebEx-like demos a plus.
• Have a demonstrated track record of success.
• Bi-lingual candidates a plus: French & Spanish

Compensation:

• Salary commensurate with experience
• Simple IRA plan
• Medical Benefits
• Paid Vacation
• Annual Bonus program

Retail Expert, Inc. was founded to provide innovative software solutions, superior technical services, and management consulting to the retail industry. Our products and services are focused on successful retail organizations interested in improving operational performance and maximizing their ROI. Our proven products and process improvement methodologies are delivering bottom-line benefits to some of the nation's most respected retailers.