Technical Support Manager

2 weeks ago

Melville, United States KWI Full time

Technical Support Manager


The Opportunity


In this role, you will be responsible for the strategic oversight and team management of two key support teams, Root Cause and Applications Support. Our root cause team is an escalation point for technical support issues reported for our mobile POS solution. The Application Support team provides technical customer support for our Ecommerce, Merchandising and Back Office applications for thousands of client stores.


In this role, you will work with the team to create and implement an optimal strategy that provides top shelf support to our customers while maintaining a continuous focus on process improvement and identifying trends proactively. You’ll also provide guidance, direction, and share best practices with your team while driving career and skill development.


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 Technical Support Manager, you excel at the below core competencies


  • Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
  • Providing direction, delegating, and removing obstacles to get work done
  • Leads by example; models the standard; expects more of self than others
  • Anticipating and adopting innovations in business-building digital and technology applications


The impact you’ll make


  • Provide leadership and guidance to Support analysts, leads and supervisors and be their point of escalation.
  • Ensure the teams provide the very highest level of service to KWI’s Clients.
  • Supervise the identification and escalation of open issues that represent risk.
  • Supervise the troubleshooting, diagnosis, and resolution of technical issues reported for all KWI client applications.
  • Ensure customer issues are escalated to the Development organization when appropriate.
  • Audit calls & tickets to ensure they are clearly documented and properly tracked.
  • Serve as the Support Services point of contact for software developers request for information, de-escalations, and corrective action requests which stem from ticket escalations.
  • Ensure customers are kept well informed of the status of their requests.
  • Make recommendations on standards and procedures for support operations.
  • Provide training on new hardware and/or software applications as requested.
  • Resource Planning.
  • Metric and SLA monitoring for Project Related reporting.
  • Work with Product teams to stay abreast of upcoming features.
  • Be available for rotational on-call support for Crisis Management.


What you will bring


  • Bachelor’s degree (or equivalent experience in lieu of education)
  • 8+ years of professional experience in a technical support/root cause capacity with a minimum of 3 years of experience in team management.
  • Well versed in technology and have impeccable communication skills.
  • Familiarity with the retail environment a plus (POS and associated components).
  • Strong analytical, troubleshooting, and problem-solving skills.
  • Expertise with the retail environment strongly preferred.
  • Knowledge of Apple iOS platform and associated Mobile Applications.
  • Customer-focused and service-driven; desire to go the extra mile to provide excellent service.
  • Must have flexible personality and creative mindset to identify out of the box, new or alternate solutions or workarounds.
  • Ability to multi-task while also being highly detail-oriented and organized.


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.

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