Lead 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

• Responsible for all support service incidents generated from both internal teams and clients • Manage overall ticket queue and point of escalation for others on the team • Teach, coach and mentor analysts to ensure white glove service to our customers • Shift is Sunday to Wednesday from 10am to 9pm

Requirements

• Provide leadership and guidance to a team of support and Senior Help Desk analyst and be their point of escalation. • Monitor, prioritize, manage, and work through backlog support queue tickets. • Solicit and expound upon all available information from the customer regarding details of system issues (hardware/software/network) and make every possible attempt to resolve them. • Escalate customer issues when appropriate. • 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, open issues and escalate to Support management and respond appropriately to changes. • Manage priority amongst multiple simultaneous requests. • Follow all PCI compliance guidelines to ensure Client/Company security. • Ensure customers are kept well informed of their request status. • Make recommendations on standards and procedures for support operations. • Write technical notes and case studies based on real world support scenarios. • Train support staff on operational procedures and troubleshooting techniques. • Provide training on new hardware and/or software applications as requested. • Examine/scrutinize tasks, requests, questions, and issues as they arise utilizing the minimum number of resources required to provide the appropriate resolution. • Communicate professionally with consideration of all levels of associates and management being addressed regarding both technical and non-technical subjects, in writing and verbally as appropriate. • Work with development teams to stay abreast of upcoming features. • Lead the team through production support issues to ensure timely and complete resolution.

Benefits

• Full Medical, Dental and Vision • 4 weeks of PTO in your first year • Summer Fridays....all 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