Overnight Retail Support Specialist

The Opportunity

The Overnight Retail Support Specialist is responsible for all support incidents generated from both internal teams and external retail clients, facilitating direct mobile application support for KWI’s clients’ stores. The Help Desk Analyst manages all support calls, and then work to troubleshoot, triages issues, and escalate issues to Senior Analysts and Team Management when necessary. The shift is Sunday to Thursday, 8pm to 5am. The first two weeks of training will be Monday to Friday from 9am to 6pm.

The Company

We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, Bluemercury, Tom Ford and many other globally recognizable brands.

We combine Point of Sale, Merchandising, Order Management, eCommerce, CRM, and Loss Prevention into one cloud-based platform. We are a Values and Mission driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence.

AI at KWI

We are serious about AI. Not as a buzzword, but as a real part of how we work. We expect every member of our team to actively use AI tools to work smarter, move faster, and do more with less. We are not looking for someone who has heard of AI. We are looking for someone who can walk us through how they use it day to day: in their current role, in how they organize their work, and in how they solve problems. Curiosity and a willingness to experiment are non-negotiable.

As Overnight Retail Support Specialist, you excel at the below core competencies

• Building strong customer relationships and delivering customer-centric solutions • Stepping up to address difficult issues, saying what needs to be said • Holding self and others accountable to meet commitments • Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

The impact you'll make • Escalate Priority 1 Tickets to Senior Analysts • Provide the very highest level of service to KWI’s Clients • Solicit and expound upon all available information from the customer regarding details of system issues (hardware/software/network) & make every possible attempt to resolve • Identify and escalate open issues that represent risk • Troubleshoot, diagnose, and resolve mobile POS technical issues reported • Ensure calls are clearly documented and properly tracked • Provide restorative and/or maintenance actions where possible to resolve customer issues and follow up for any unresolved problems • Identify trends of incoming calls and report to Senior Analysts • Manage priority amongst multiple simultaneous requests • Ensure customers are kept well informed of the status of their requests • Make recommendations on standards and procedures for support operations