Help Desk Analyst - Overnight

Overnight Help Desk Analyst

*This is a part-time in office role*

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. This is a Friday & Saturday or Sunday & Monday (Your Choice!) shift from 6pm to 5am. The first two weeks of training will be Monday to Friday 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, 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.

What we value

• Commitment
• Respect & Dignity
• Passion
• Caring
• Accountability
• Reliability

As a Overnight 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)
• Working knowledge of POS & MPOS systems, and SQL. Must be capable of constructing basic SQL and system logs queries to aid the troubleshooting process
• 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 understand that our teams need flexibility, which is why we follow a hybrid schedule. Our in-office days are Monday, Tuesday and Thursday, and employees are allowed to work remotely on Wednesdays and Friday.

We are also 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.