Software Technical Support Analyst- ChannelView - 5256

Description:ResponsibilitiesA. Basic Function: Responsible for all aspects of software product support. This includes managing the data load process and performing quality assurance on all data files received. The Software Support Technician is responsible for client support on issues, problem resolution and troubleshooting. This includes the implementation of technical solutions.B. Key Accountabilities Manage and oversee the ChannelView client relationships. Build and maintain a production plan for every assigned client. Ensure data is loaded correctly and provide quality control checks on mail files, circulation plans and transaction level data. Responsible for submitting, monitoring, and resolving all client issues, questions, and problems. Answer client reporting questions accurately and quickly. Train clients on the ChannelView product. Manage data questions, issues, troubleshooting and problem solving. Proactively find issues and resolve or escalate them. Provide excellent customer service to all internal and external clients. Provide regular updates and documentation on file status and issues. Assists with file identification to ensure data accuracy. Understand all aspects of the file receipt, conversion, and load process.C. Metrics Management by Objective metrics. Meet or exceed expectations in support of department MBOs including Accuracy, On Time Delivery, Data Quality, Effective Teams, Training, New Projects and Continuous Process Improvement. Respond to client support calls within 2 hours of receipt. Resolve client driven issues quickly and provide quality control checks on those issues.About the OpportunityThe Retail Solutions group (formerly Abacus) at Epsilon is seeking a Software Support Technician who is responsible for all aspects of a web-based ASP (Application Service Provider) product support. This includes managing the product data load process and performing quality assurance on all data files received. The Software Support Technician is responsible for client support on issues, problem resolution and troubleshooting. This includes the implementation of technical solutions.The location for this position is in Lafayette, CO.Qualifications:Knowledge and Skill Requirements Excellent communication, interpersonal, organization, leadership skills. Strong customer service skills are required. Detail oriented Bachelors Degree is a plus. Unix and SQL experience is a plus.Salary/Benefits: Salary commensurate with experienceAlliance Data offers a competitive salary, a comprehensive selection of benefit options including 401(k).Job Location: Lafayette, COJob Number: 2908Company Profile:About UsEpsilon - including its Abacus division - is a 21st Century Marketing Services Company that uses consumer and business data together with proven techniques to maximize marketing power for clients worldwide. Services include strategic consulting, database and loyalty technology, proprietary data, predictive modeling and a full range of creative and interactive services including brand and promotional development, web design, email deployment, search engine optimization and direct mail production. Among other notables, Epsilon is the world's largest permission-based email marketer. Epsilon is an Alliance Data company. For more information, visit www.epsilon.com Conditions of EmploymentAll job offers are contingent upon successful completion of drug screen and background checks.