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Manages configuration, onboarding, troubleshooting, escalation support, and technical integrations for ECRS loyalty and promotions products. Supports customer records, segmentation, APIs, digital coupon platforms, reporting, documentation, beta testing, and after-hours incident triage. Serves as a subject-matter expert for customers, sales engagements, webinars, and product initiatives while maintaining SLAs and security practices.
JOB SUMMARY:
The Loyalty & Promotions Specialist is responsible for managing set up, configuration, specialized support, and related technical processes associated with ECRS' retail Loyalty & Promotion products, services, and integrations, including but not limited to: LoyaltyBot, Loyalty Points, Dynamic Promotions, Discounts, Coupons, Customer Maintenance, Connect+Save, Digital Coupons, Text Marketing, eCirculars, ePunch, and CATAPULT Membership Server. Ideal candidates possess a high level of business professionalism, thrive as a team player in a fast-paced, change-oriented environment, and uphold our winning standards and embraces our company values.
RESPONSIBILITIES:
- Serve as a go-to specialist on ECRS Loyalty and Promotions products, services, and integrations.
- Onboard, install, and configure Loyalty products for new and existing customers.
- Provide answers to ECRS customers on basic support questions concerning Loyalty & Promotion products and services, including but not limited to: LoyaltyBot, Loyalty Points, and Dynamic Promotions.
- Provide escalation support for Loyalty & Promotion products and services, including but not limited to: LoyaltyBot, Loyalty Points, and Dynamic Promotions.
- Act as an ECRS paid consultant for Loyalty & Promotion products and services, including but not limited to: LoyaltyBot, Loyalty Points, and Dynamic Promotions.
- Configure, support, and troubleshoot CATAPULT Loyalty & Promotions integrations with third-party providers, including digital coupon platforms, leveraging the Generic Coupon API, Digital Coupon and External Loyalty API, Passport Services, and CATAPULT Proxy Service.
- Support customer onboarding, customer record maintenance, and customer group / segmentation configuration across CATAPULT.
- Participate in the Loyalty & Promotions on-call rotation, including after-hours escalation triage, log collection, and coordination with Development teams.
- Serve as a subject-matter expert in Loyalty discovery calls, sales support engagements, webinars, and tradeshows.
- Contribute to product requirements, specification reviews, documentation, and beta testing for new Loyalty & Promotions features and integrations.
- Guide retailers on Loyalty program KPIs and reporting through Web Office reports and Cognition dashboards.
- Utilize AI tools such as Microsoft Copilot to improve productivity, quality, and consistency across customer communications, technical documentation, ticket triage, and internal knowledge sharing, in accordance with ECRS data handling and security policies.
- Adhere to published best practices, policy, SLA (Service Level Agreement), and technical documentation.
- Assist with creating and maintaining internal and external documentation in coordination with the ECRS Knowledge Resources Team.
QUALIFICATIONS:
- At least 6 months' working experience with some or all of the required qualifications below.
- 1+ years' experience with technical help desk procedures, customer service, and retail operations.
- Ability to learn, use, and troubleshoot retail software and related hardware.
- Strong work ethic, professional attitude, and a team player.
- Strong written, telephone, and personal communication skills.
- Strong organizational skills and ability to self-manage time efficiently.
- Display a high degree of emotional intelligence.
- Effective customer service skills, including a positive attitude, helpful customer interaction, and maintenance of ongoing customer relationships.
- Ability to manage multiple priorities with flexibility to meet changing needs.
- Basic understanding of a retail environment and operations.
- Basic understanding of marketing and accounting principles.
- Experience with CATAPULT (or a comparable retail POS/loyalty platform) is strongly preferred.
- Experience with ECRS' retail Loyalty and Promotion services (LoyaltyBot, Loyalty Points, Dynamic Promotions, Connect+Save) is a plus.
- Intermediate to advanced knowledge of hardware, Windows, and Linux operating systems.
- Intermediate to advanced root cause analysis and troubleshooting skills.
- Basic knowledge in one or more of the following: installing, operating, testing, planning, and configuring relevant technologies.
- Working familiarity with REST APIs and third-party integration concepts (endpoints, authentication, etc.).
- Basic SQL and log analysis skills for triaging escalations.
- Exposure to digital coupon, SMS marketing, or membership platforms is a plus.
- Practical experience using AI tools (e.g., Microsoft Copilot) with sound judgment to verify accuracy, protect customer data, and maintain a professional, human tone in customer-facing work.
- Technical aptitude and a willingness for ongoing learning.
- Working knowledge and understanding of LAN/WAN networks.
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 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.
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