Help Desk Analyst - Greenvale, NY, US

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Overview

The Help Desk Analyst is responsible for all Support Services incidents generated from both internal teams and clients, and facilitates support for KWI’s clients’ stores. The Help Desk Analyst will file all calls and Support Services requests for support, troubleshoots, triages issues, and escalates issues to Senior Analysts and Team Management when necessary.

About the Job

  • Primary responsibility is to be logged into our phone system to take Client Support Calls
  • Secondary responsibility is to work on Support Services Help Desk Ticket queues
  • Support Services Help Desk Ticket Resolution
  • Escalate Priority 1 Tickets to Senior technicians
  • Provide the very highest level of service to KWI’s Clients and escalate issues when appropriate
  • Solicit and expound upon all available information from the customer regarding details of system issues (hardware/software/network) & make every possible attempt to resolve
  • Troubleshoot, diagnose, and resolve POS & MPOS 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
  • Follow all PCI compliance guidelines to ensure client/company security
  • Ensure customers are kept well informed of the status of their requests
  • Make recommendations on standards and procedures for support operations
  • Other duties as assigned

About You

  • You have 1+ year of experience in a Support Services call center environment
  • You have experience coordinating/implementing new POS & MPOS systems and upgrades 
  • You have experience in remote support scenarios
  • You have excellent communication skills - written, and verbal
  • You're capable of working in a high pressure, entrepreneurial environment 
  • You're a self starter and master multi tasker
  • You have knowledge of common concepts pertaining to technical support
  • You're familiar with the retail environment (POS, MPOS, and associated components) 
  • You have working knowledge of POS & MPOS systems, and SQL. Must be capable of constructing basic SQL and system logs queries to aid the troubleshooting process
  • You're familiar with Apple and/or other mobile applications 
  • Ability to work multiple schedules
  • College/ Technical school preferred
  • Proficiency in information technology either through education or work experience

About Us

KWI. FIRST IN SaaS. FIRST IN THE CLOUD

We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI’s culture is rooted in our core values – commitment, respect & dignity, accountability, reliability, passion, and caring. Our office environment is casual and fun – we recharge with a quick afternoon ping-pong game and are a culture that celebrates. We celebrate birthdays and holidays, and victories and failures. We encourage our people to take risks, to challenge the status quo, to improve processes, and to be better every day. We have a team of passionate and dedicated employees who are committed to making themselves and our clients better.

We offer complete Cloud-based solutions for a broad range of clients in specialty retailing. Since 1985 we've helped retailers achieve success through use of our leading systems including, merchandising, POS, Mobile POS, CRM, and loss prevention. We're a privately held, debt-free and 100% management owned company. Our company has never had a layoff and continues to grow!  We offer a collaborative work environment with colleagues who have a passion for retail and technology.

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 of our team members to uphold these commitments.

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