Overnight Retail Support Specialist

Department: SupportLocation: Melville, NY Compensation: $22.00 / hourDescriptionThe Opportunity The Overnight Retail Support Specialist is responsible for all support incidents generated from both internal teams and external retail clients, facilitating direct mobile application support for KWI’s clients’ stores. The Help Desk Analyst manages all support calls, and then work to troubleshoot, triages issues, and escalate issues to Senior Analysts and Team Management when necessary. The shift is Sunday to Thursday, 8pm to 5am. The first two weeks of training will be Monday to Friday from 9am to 6pm.The CompanyWe 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, Bluemercury, Tom Ford and many other globally recognizable brands. We combine Point of Sale, Merchandising, Order Management, eCommerce, 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 Overnight Retail Support Specialist, you excel at the below core competenciesBuilding strong customer relationships and delivering customer-centric solutionsStepping up to address difficult issues, saying what needs to be saidHolding self and others accountable to meet commitmentsTaking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasmThe impact you'll makeEscalate Priority 1 Tickets to Senior AnalystsProvide the very highest level of service to KWI’s ClientsSolicit and expound upon all available information from the customer regarding details of system issues (hardware/software/network) & make every possible attempt to resolveIdentify and escalate open issues that represent riskTroubleshoot, diagnose, and resolve mobile POS technical issues reportedEnsure calls are clearly documented and properly trackedProvide restorative and/or maintenance actions where possible to resolve customer issues and follow up for any unresolved problemsIdentify trends of incoming calls and report to Senior AnalystsManage priority amongst multiple simultaneous requestsEnsure customers are kept well informed of the status of their requestsMake recommendations on standards and procedures for support operationsWhat you will bringExperience dealing with customers and resolving customer problemsMust be capable of working under high pressure environment to get the job done quickly and effectively, with customer satisfaction being the ultimate measure of successSelf-starter in an entrepreneurial environmentFamiliarity with the retail environmentAbility to work overnight schedule, including weekends and holidaysAs a member of the KWI team you will receiveFull Medical, Dental and VisionAnnual bonus eligibleFree gym in the buildingGenerous PTO policySummer Fridays....all year roundTuition ReimbursementDiscount from building café401(K) with a 50% company match (up to 6% of employee contribution)Employee Referral Program(1) Volunteer day each yearOur work spaceWe understand that our teams need flexibility, which is why we follow a hybrid schedule. Our in-office days of 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 youAt 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.