Support Operations Manager

2 weeks ago

Melville, New York, United States KWI Full time

Department:
Support

Employment Type:
Full Time

Location:
Remote

Reporting To:
Senior Management

Compensation:
Competitive Salary

Position Overview
In this pivotal role, you will oversee and manage two essential support teams: the Root Cause Analysis team and the Application Support team.

The Root Cause Analysis team serves as the escalation point for technical issues related to our mobile Point of Sale (POS) solutions.

The Application Support team delivers technical assistance for our Ecommerce, Merchandising, and Back Office applications, supporting numerous client locations.

Your leadership will focus on developing and executing a strategic approach that ensures exceptional support for our clients while continuously seeking process enhancements and proactively identifying trends.

You will also mentor your team, sharing best practices and fostering professional growth and skill development.

About Us
We are a dynamic team with an ambitious vision: to become the leading provider of cloud technology solutions tailored for retailers.

KWI offers a comprehensive, unified commerce solution built on a single database, specifically designed to empower specialty retailers in expanding their businesses.

Our esteemed clientele includes globally recognized brands, showcasing our capability in integrating Point of Sale, Merchandising, e-Commerce, CRM, and Loss Prevention into a single cloud-based platform.

We are driven by our values and mission, believing that strong leadership in our strategy, operations, and personnel will propel us toward continued product innovation and service excellence.

Your Impact
As a Technical Support Manager, you will:

  • Provide leadership and support to analysts, leads, and supervisors, acting as their escalation point.
  • Ensure the teams deliver the highest level of service to our clients.
  • Oversee the identification and escalation of issues that pose risks.
  • Supervise the troubleshooting and resolution of technical issues across all client applications.
  • Facilitate communication with the Development team for escalated customer issues.
  • Audit support calls and tickets for clarity and tracking accuracy.
  • Act as the liaison for software developers regarding requests for information and corrective actions.
  • Keep customers informed about the status of their inquiries.
  • Recommend standards and procedures for support operations.
  • Provide training on new software and hardware as needed.
  • Monitor metrics and SLAs for project-related reporting.
  • Collaborate with Product teams to stay updated on upcoming features.
  • Be available for on-call support during crisis situations.

Qualifications
You will bring:

  • A Bachelor's degree or equivalent experience.
  • 8+ years of experience in technical support or root cause analysis, with at least 3 years in a managerial role.
  • Strong technical knowledge and excellent communication skills.
  • Familiarity with the retail environment, particularly POS systems.
  • Exceptional analytical, troubleshooting, and problem-solving abilities.
  • Expertise in the retail sector is highly preferred.
  • Knowledge of Apple iOS and associated mobile applications.
  • A customer-centric and service-oriented mindset.
  • A flexible and creative approach to problem-solving.
  • The ability to manage multiple tasks while maintaining attention to detail.

Our Commitment
At KWI, we prioritize diversity and inclusivity in our workplace. We strive to create an environment where every individual is treated fairly, regardless of their background.

We are committed to equal opportunity employment and expect all team members and partners to uphold these values.

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