Help Desk Analyst

July 21

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KWI

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KWI is the industry’s only true omnichannel platform for specialty retailers.

Cloud based Omni-Channel solutions • Merchandising • Planning • Replenishment • BI Analystics

51 - 200

💰 Venture Round on 2001-09

Description

• The Help Desk Analyst 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 • Manages all support calls, troubleshoots, triages issues, and escalates to Senior Analysts and Team Management when necessary • Available shifts are Mon, Thurs, Fri, Sat from 10am to 9pm or Wed - Sat 9am to 8pm • First two weeks of training will be Monday to Friday from 9am to 6pm

Requirements

• Escalate Priority 1 Tickets to Senior Analysts • Provide the very highest level of service to KWI’s Clients • Solicit and expound upon all available information from the customer regarding details of system issues (hardware/software/network) & make every possible attempt to resolve • Identify and escalate open issues that represent risk • Troubleshoot, diagnose, and resolve mobile POS technical issues reported • Ensure calls are clearly documented and properly tracked • Provide restorative and/or maintenance actions where possible to resolve customer issues and follow up for any unresolved problems • Identify trends of incoming calls and report to Senior Analysts • Manage priority amongst multiple simultaneous requests • Ensure customers are kept well informed of the status of their requests • Make recommendations on standards and procedures for support operations

Benefits

• Full Medical, Dental and Vision • 4 weeks of PTO in your first year • 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