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Technical Lead Analyst
Overview
The Technical Lead Analyst is an escalation point for technical support issues reported for our mobile POS solution. The primary responsibility of this role is to analyze and identify trends in issues reported to the Support team and troubleshoot the resolution of those issues OR make the determination that the issue must be passed onto the Development organization.This position requires a curious mind with sharp and tenacious troubleshooting skills and the ability and desire to troubleshoot ongoing issues in order to identify root-cause problems and not simply report on symptoms.
About the Job
- Identify and analyze trends in issues reported to or identified by the Support organization and identify resolutions that are focused on root-cause problems and not symptoms
- Work with Support team to 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.
- Work with Support and Development to devise preventative solutions for repetitive issues
- Interface with Development on the escalation and de-escalation of root cause items
- Proactively monitor continuous improvement of all services provided and identify alternatives/options to these services
- Proactively identify open issues that represent risk
- Provide training on new hardware and/or software applications to Support Staff
- Propose suggestions for any noted process improvements and develop the new procedures as required
- Make recommendations on standards and procedures for support operations
- Ensure positive customer satisfaction and customer relationship is maintained and grown through white-glove service mentality
- Analyze multiple logs to identify conditions necessary to reproduce issues
About You
- Strong analytical, troubleshooting, and problem-solving skills
- Extremely well-versed in information technology
- Expertise with the retail environment strongly preferred
- Knowledge of common concepts, practices, and procedures pertaining to Network and mobile POS technology is required
- Working knowledge of SQL; must be capable of constructing SQL queries to aid the troubleshooting process
- Knowledge of Apple iOS platform and associated Mobile Applications
- Customer-focused and service-driven; desire to go the extra mile to provide excellent service
- Strong interpersonal skills; ability to work collaboratively with both internal and external stakeholders
- Must be have flexible personality and creative mindset to identify out of the box, new or alternate solutions or work-arounds
- Ability to multi-task while also being highly detail-oriented and organized
- Bachelor’s degree (or equivalent experience in lieu of education)
- 3+ years of professional Retail Technical 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.