Technical Support Specialist

2 weeks ago

Melville, New York, United States Kliger-Weiss Infosystems, Inc. Full time
Part-Time Technical Support Specialist

* This position requires on-site presence 5 days a week *

Overview

The Technical Support Specialist is tasked with managing all support requests originating from both internal teams and external retail partners, providing direct assistance for mobile application issues related to KWI's clientele. This role involves handling all incoming support inquiries, troubleshooting, prioritizing issues, and escalating matters to Senior Analysts and Team Management when necessary. The working hours for this position are Monday to Friday from 11am to 4pm.

About Us

We are a compact team with a grand vision: to become the leading provider of cloud technology solutions for retailers. KWI delivers a comprehensive, unified commerce solution from a single database, specifically tailored to assist specialty retailers in expanding their operations. Our client portfolio includes renowned brands such as Pandora, David Yurman, Tom Ford, and many others.

We integrate Point of Sale, Merchandising, e-Commerce, CRM, and Loss Prevention into one cloud-based platform. Our organization is driven by core values and a mission, and we believe that by demonstrating leadership in our strategy, operations, and personnel, we will continue to foster product innovation and service excellence.

Core Competencies for the Technical Support Specialist
  • Establishing robust customer relationships and delivering solutions centered around customer needs
  • Addressing challenging issues head-on and communicating effectively
  • Holding oneself and others accountable for fulfilling commitments
  • Embracing new opportunities and challenges with urgency, energy, and enthusiasm
Your Impact
  • Escalate high-priority tickets to Senior Analysts
  • Deliver exceptional service to KWI's clients
  • Gather and elaborate on all pertinent information from customers regarding system issues (hardware/software/network) and strive to resolve them
  • Identify and escalate ongoing issues that pose risks
  • Troubleshoot, diagnose, and resolve technical issues related to mobile POS reported by clients
  • Ensure all calls are documented clearly and tracked appropriately
  • Provide restorative and/or maintenance actions when possible to resolve customer concerns and follow up on any unresolved issues
  • Identify trends in incoming calls and report them to Senior Analysts
  • Manage priorities among multiple simultaneous requests
  • Keep customers well-informed about the status of their inquiries
  • Recommend standards and procedures for support operations
Qualifications
  • Preferred: College/Technical school education
  • Minimum of 1 year experience in support services or call center environment
  • Ability to perform effectively under pressure to achieve timely resolutions with customer satisfaction as the ultimate goal
  • Self-motivated in an entrepreneurial setting
  • Familiarity with the retail sector (POS, MPOS, and related components)
  • Willingness to work overnight shifts, including weekends and holidays
Benefits of Joining KWI
  • Comprehensive Medical, Dental, and Vision coverage
  • 4 weeks of Paid Time Off in your first year
  • Year-round Summer hours
  • Tuition Reimbursement opportunities
  • Discounts at the building café
  • 401(K) plan with a 50% company match (up to 6% of employee contributions)
  • Employee Referral Program
  • One volunteer day each year
Our Work Environment

We are a collaborative team that believes in the power of in-person interactions to achieve our best work. We enjoy monthly team events, bagels every Thursday, a state-of-the-art coffee machine, a fully stocked snack pantry, and many delightful surprises throughout the year.

Our Commitment to Diversity

At KWI, we recognize that fostering diversity and creating an inclusive workplace is essential to our success. We strive to create an environment where individuals are not advantaged or disadvantaged based on their backgrounds. 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.

We are dedicated to maintaining a bias-free environment where harassment is not tolerated, respecting cultural diversity, and complying with the laws of the regions in which we operate. We expect our business partners, suppliers, clients, and all team members to uphold these commitments.

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