Technical Analyst

To Apply: opportunities@retail-convergence.com

Date Posted: Monday February 22, 2010

Company: RueLaLa

Location: Boston, MA

Technical Support Analyst

General Company Overview:

Rue La La is the leader in transforming online retail with a high-growth, dynamic business model that is changing everything you might think about shopping. Rue La La is an exclusive, invitation-only online destination. A place where Members delight in discovering private sale Boutiques that open daily with a rush and promptly close 2 days later. A community where members shape the experience by inviting their friends. A collection of premier brands that is well-edited, ever changing, and highly desirable. And an experience that is nothing short of thrilling.

Our mission is to partner with premier brands (currently over 300 of the best and counting), offering them a powerful online selling opportunity by enabling them to move merchandise in a private selling environment. But we do so with one key mantra – we respect and maintain the core integrity of each and every brand we partner with.

Rue La La is a portfolio company of Retail Convergence, Inc., an Internet 100 retailer that also owns and operates SmartBargains.com. Our corporate headquarters is in Boston, and we are expanding our presence in New York by opening a new office. Our success is largely due to capabilities in merchandising, technology, production and logistics that are unmatched. Our culture is defined by the people who make it happen every day – people who love style, innovation, and share a commitment to exceeding our Member and brand partner expectations. And we want the best to join our highly dynamic, collaborative team.

Title:  Technical Support Analyst

Purpose and Scope:

Reporting to the Director of Business Systems, this person will be responsible for resolving application support issues as part of the IT Operations team.  This position will work closely with members of RCI staff to troubleshoot and fix problems with internal applications, customer accounts or customer orders.  The ideal candidate is detailed oriented and has a passion for helping people.  He/she has a technical acumen and is interested in identifying the root cause of repeated issues in order to improve our users’ experiences.

Principal Responsibilities:

• Provide troubleshooting for internal applications, customer accounts and orders.
• Use an incident tracking system to record, maintain and close support tickets according to service level agreements.
• Create system documentation and train end users on how to use RCI systems.
• Handle requests received outside of business hours (on call) on a rotational basis.

Education and Experience Requirements:

• BS/BA in Computer Science, MIS or equivalent required
• 0-3 years (entry level) relevant experience
• Strong customer service, teamwork and communication skills
• Detail oriented with superb organization skills
• Ability to quickly understand business processes and applications and achieve results in a highly technical operating environment
• Knowledge of PL/SQL scripting / Oracle database required
• Knowledge of basic scripting (batch scripts, perl, php) a strong plus
• Proficiency in MS Office Suite required