Help Desk Analyst

Part-Time Help Desk Analyst

* This role is on-site 5 days a week *

The Opportunity

The Help Desk Analyst 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 for this role would be Monday to Friday from 11am to 4pm.

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, David Yurman, Tom Ford and many other globally recognizable brands.

We combine Point of Sale, Merchandising, e-Commerce, 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.

As a Help Desk Analyst, 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 What you will bring

College/ Technical school preferred

1+ year experience in Support Services call center support

Must be capable of working under high pressure environment to get the job done quickly and effectively with customer satisfaction being the ultimate measure of success

Self-starter in an entrepreneurial environment

Familiarity with the retail environment (POS, MPOS, and associated components)

Ability to work overnight schedule, including weekends and holidays As a member of the KWI team you will receive

Full Medical, Dental and Vision

4 weeks of PTO in your first year

Summer Fridays all year round

Tuition Reimbursement

Discount from building café

401(K) with a 50% company match (up to 6% of employee contribution)

Employee Referral Program

(1) Volunteer day each year

Our work space

We are a collaborative group and believe that getting together in person allows our team to do their best work. Together we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a full snack pantry and many more surprise and delight moments throughout the year.

Our commitment to you

At KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.

With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all our team members to uphold these commitments.