.jpg)
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.
Similar Jobs
Automotive • eCommerce • Hardware • Music • Retail • Software • Wearables
Develop agentic workflows and automation for real-time audio machine learning research. Responsibilities include orchestrating training, evaluation, experimentation, reporting, data preparation, hyperparameter searches, benchmarking, regression testing, experiment tracking, artifact management, and reproducible execution. The role integrates LLM agents with research tools, datasets, repositories, evaluation suites, and GPU infrastructure while partnering with audio researchers to create reusable workflows and dashboards.
Top Skills:
Automated TestingCi/CdContainersCudaDigital Signal Processing (Dsp)Distributed TrainingExperiment TrackingGpu SchedulingLinuxLlm AgentsMlopsPythonPyTorch
Automotive • Big Data • Information Technology • Robotics • Software • Transportation • Manufacturing
Leads engineers and data scientists developing autonomy subsystem evaluation metrics, root-cause analyses, regression detection, and release decision tools. Owns roadmap, staffing, technical quality, and cross-functional alignment across planning, perception, prediction, and localization. Applies statistical evaluation, simulation and road data analysis, and VLMs/LLMs to determine how subsystem errors affect driving outcomes and communicate actionable findings to engineering and leadership.
Top Skills:
C++LlmsPythonSQLVlms
Fintech • Financial Services
Manages and grows relationships with affluent consumer and business customers through proactive outreach, discovery-based financial guidance, and multi-product recommendations across deposits, lending, investments, and banking services. Owns a book of business, coordinates referrals with Wealth, Home Lending, and Business Banking, promotes digital adoption, supports branch colleagues, and maintains strong documentation, regulatory compliance, and risk controls.
Top Skills:
Finra Series 6Finra Series 63Finra Series 65Lo/Cfpb RequirementsSafe RegistrationSecurities Industry Essentials (Sie)
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
