Technical Support Director
3 days ago
We are seeking a highly skilled Technical Support Manager to join our team at KWI. As a Technical Support Manager, you will be responsible for leading our technical support teams and ensuring that our customers receive the highest level of service.
Key Responsibilities- Lead and manage technical support teams to ensure timely and effective resolution of customer issues.
- Develop and implement strategies to improve support operations and customer satisfaction.
- Collaborate with cross-functional teams to identify and resolve technical issues.
- Provide guidance and training to support analysts and leads to ensure they have the necessary skills to provide excellent customer service.
- Monitor and report on support metrics and SLAs to ensure that we are meeting our customer service goals.
- Work with product teams to stay up-to-date on new features and technologies.
- Be available for rotational on-call support for crisis management.
- 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.
- Full Medical, Dental and Vision
- 4 weeks of PTO in your first year
- Summer 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
KWI is a cloud technology solutions provider for retailers. We offer 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.
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