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Technical Support Specialist

2 months ago

Clara City, Minnesota, United States Kliger-Weiss Infosystems, Inc. Full time
Technical Support Specialist

* This is a hybrid role*

The Opportunity

The KWI Support team is excited to announce a new position within our Application Support division. As a Technical Support Specialist, you will play a crucial role in assisting our clients as they engage with our Back Office Merchandising System, Ecommerce Platform, CRM Platform, and a variety of other features from the KWI ecosystem of products. Future expectations for this role include becoming a key point of escalation for our Help Desk (mPOS) team. To thrive in this position, you will need robust technical troubleshooting abilities, excellent research skills, the capacity to prioritize a diverse backlog of tickets with varying levels of technical complexity and business significance, and the capability to communicate intricate technical information to a clientele of non-technical repeat clients.

The Company

We are a compact team with an expansive vision; to be the leading provider of cloud technology solutions for retailers. KWI offers a comprehensive, unified commerce solution from a single database, specifically designed to assist specialty retailers in expanding their business. Our customer portfolio includes globally recognized brands such as Pandora, David Yurman, and Tom Ford, among others.

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

As a Technical Support Specialist, you will excel in the following core competencies:
  • You are always eager to learn and unafraid to tackle unfamiliar issues or processes.
  • Effectively developing and delivering multi-mode communications that clearly address the unique needs of various audiences.
  • Resiliently bouncing back from setbacks and challenges when confronted with difficult situations.
The impact you'll make:
  • Managing Tier 1/2 tickets.
  • Providing support for the back-office merchandising system.
  • Serving as a point of escalation for the Help Desk team.
What you will bring:
  • 1 to 3 years of experience in a technical support, IT, or call center environment.
  • Familiarity with Jira and its associated products (Confluence, Jira Service Management).
  • Experience in handling tier 1 and tier 2 level tickets.
  • A background in application support is advantageous.
  • Experience with Retail ERP Management is a plus.
As a member of the KWI team, you will receive:
  • Comprehensive Medical, Dental, and Vision coverage.
  • Four weeks of Paid Time Off in your first year.
  • Tuition Reimbursement.
  • Discounts from the building café.
  • 401(K) with a 50% company match (up to 6% of employee contribution).
  • Employee Referral Program.
  • One Volunteer day each year.
Our Work Environment

We recognize the importance of flexibility for our teams, which is why we adhere to a hybrid schedule. Our in-office days are Monday, Tuesday, and Thursday, while employees are permitted to work remotely on Wednesdays and Fridays.

We also foster a collaborative atmosphere and believe that in-person interactions enable our team to perform at their best. Together, we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a fully stocked snack pantry, and many more delightful surprises throughout the year.

Our Commitment to You

At KWI, we understand that promoting diversity and nurturing an inclusive work environment is vital to our impact and success. We strive to create a setting where no individual is favored or disadvantaged due to 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 where harassment is prohibited, we respect cultural diversity and comply 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.