The Role
Provide Tier 1 and Tier 2 application support for retail merchandising, ecommerce, CRM, and related platforms. Troubleshoot client issues, research unfamiliar problems, prioritize ticket backlogs, communicate technical information to nontechnical users, and create detailed development tickets with reproducible steps. The role requires technical support experience, Jira ecosystem knowledge, and strong communication and self-prioritization skills.
Summary Generated by Built In
The Opportunity
The KWI Support team is opening a new opportunity within our Application Support division. As an Application Support Analyst, you will be responsible for supporting our clients as they navigate and utilize our Back Office Merchandising System, Ecommerce Platform, CRM Platform, and myriad other features from the KWI ecosystem of products. To be successful in this role you will need strong technical troubleshooting skills, strong research skills, the ability to self-prioritize a backlog of tickets with varying degrees of technical difficulty and business impact, and the ability to convey complicated technical details to a clientele of non-technical repeat clients.
The Company
We 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, David Yurman, Tom Ford and many other globally recognizable brands.
We combine Point of Sale, Merchandising, e-Commerce, 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 an Application Support Analyst, you excel at the below core competencies
- You’re always learning and never shy about diving into unknown issues or processes
- Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
- Rebounding from setbacks and adversity when facing difficult situations
The impact you'll make
- Handling Tier 1/2 tickets
- Supporting the back-office merchandising system
- Creating detailed development tickets with reproducible steps
What you will bring
- 1 to 3 years’ experience within a technical support, IT, or call center environment
- Experience using Jira as well as it’s offshoot products (Confluence, Jira Service Management)
- Experience handling tier 1st and 2nd level tickets
- Previous application support background is a plus
- Retail ERP Management experience is a plus
As a member of the KWI team you will receive
- Full Medical, Dental and Vision
- Annual bonus eligible
- Free gym in the building
- Generous PTO policy
- 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
Our work space
We 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 you
At 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.
About
KWI helps retailers maximize sales by uniting their online and in-store capabilities to deliver delightful shopper experiences. With KWI Merchandising and mobile POS, retailers can execute omnichannel flawlessly, and right at their fingertips — clienteling, endless aisle, mobile checkout with the latest payment options, inventory management, and ecommerce.
Skills Required
- 1 to 3 years of experience in a technical support, IT, or call center environment
- Experience using Jira
- Experience using Confluence
- Experience using Jira Service Management
- Experience handling Tier 1 and Tier 2 support tickets
- Previous application support experience
- Retail ERP management experience
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The Company
What We Do
Since 1985, we have delivered ongoing innovation – from SaaS to advancements in Unified Commerce that keep us in the forefront of cloud retail solutions. We offer a complete commerce solution for specialty retailers of all sizes. Our cloud-based technology powers all the solutions you need to create unified customer experiences.
