Technical Support Manager

August 27

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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

• In this role, you will be responsible for the strategic oversight and team management of two key support teams, Root Cause and Applications Support. • Our root cause team is an escalation point for technical support issues reported for our mobile POS solution. • The Application Support team provides technical customer support for our Ecommerce, Merchandising and Back Office applications for thousands of client stores. • You’ll also provide guidance, direction, and share best practices with your team while driving career and skill development.

Requirements

• Provide leadership and guidance to Support analysts, leads and supervisors and be their point of escalation. • Ensure the teams provide the very highest level of service to KWI’s Clients. • Supervise the identification and escalation of open issues that represent risk. • Supervise the troubleshooting, diagnosis, and resolution of technical issues reported for all KWI client applications. • Ensure customer issues are escalated to the Development organization when appropriate. • Audit calls & tickets to ensure they are clearly documented and properly tracked. • Serve as the Support Services point of contact for software developers request for information, de-escalations, and corrective action requests which stem from ticket escalations. • Ensure customers are kept well informed of the status of their requests. • Make recommendations on standards and procedures for support operations. • Provide training on new hardware and/or software applications as requested. • Metric and SLA monitoring for Project Related reporting. • Work with Product teams to stay abreast of upcoming features. • Be available for rotational on-call support for Crisis Management.

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