KWI
Retail Support Specialist – KWI
Location: Melville, NY
Department: Support
Compensation: $22.00 / hour
Shift: Sunday to Wednesday, 10am to 9pm. First two weeks of training: Monday to Friday, 9am to 6pm.
Description Responsible for all support incidents from internal teams and external retail clients, facilitating direct mobile application support for KWI’s clients’ stores. Manage support calls, troubleshoot, triage issues and escalate to Senior Analysts and Team Management when necessary.
Core Competencies Building strong customer relationships and delivering customer‑centric solutions Stepping up to address difficult issues, saying what needs to be said Holding self and others accountable to meet commitments Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
Impact you’ll make Escalate Priority 1 tickets to Senior Analysts Provide the highest level of service to KWI’s clients Solicit and expound upon all available information from the customer regarding system issues Identify and escalating open issues that represent risk Troubleshoot, diagnose, and resolve mobile POS 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 among multiple simultaneous requests Ensure customers are kept well informed of the status of their requests Make recommendations on standards and procedures for support operations
What you will bring Experience dealing with customers and resolving customer problems Capable of working under high‑pressure environment to get the job done quickly and effectively, with customer satisfaction being the ultimate measure of success Self‑starter in an entrepreneurial environment Familiarity with the retail environment Ability to work overnight schedule, including weekends and holidays
Benefits 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
Work Space Hybrid schedule: in‑office days Monday, Tuesday, Thursday; remote on Wednesdays and Fridays.
Team enjoys monthly events, bagels every Thursday, state‑of‑the‑art coffee machine, snack pantry and many surprise delights.
Commitment to you Equal opportunity employment. We foster an inclusive, bias‑free environment. Harassment is prohibited. We respect diversity and comply with applicable laws. We expect all partners to uphold these commitments.
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Department: Support
Compensation: $22.00 / hour
Shift: Sunday to Wednesday, 10am to 9pm. First two weeks of training: Monday to Friday, 9am to 6pm.
Description Responsible for all support incidents from internal teams and external retail clients, facilitating direct mobile application support for KWI’s clients’ stores. Manage support calls, troubleshoot, triage issues and escalate to Senior Analysts and Team Management when necessary.
Core Competencies Building strong customer relationships and delivering customer‑centric solutions Stepping up to address difficult issues, saying what needs to be said Holding self and others accountable to meet commitments Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
Impact you’ll make Escalate Priority 1 tickets to Senior Analysts Provide the highest level of service to KWI’s clients Solicit and expound upon all available information from the customer regarding system issues Identify and escalating open issues that represent risk Troubleshoot, diagnose, and resolve mobile POS 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 among multiple simultaneous requests Ensure customers are kept well informed of the status of their requests Make recommendations on standards and procedures for support operations
What you will bring Experience dealing with customers and resolving customer problems Capable of working under high‑pressure environment to get the job done quickly and effectively, with customer satisfaction being the ultimate measure of success Self‑starter in an entrepreneurial environment Familiarity with the retail environment Ability to work overnight schedule, including weekends and holidays
Benefits 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
Work Space Hybrid schedule: in‑office days Monday, Tuesday, Thursday; remote on Wednesdays and Fridays.
Team enjoys monthly events, bagels every Thursday, state‑of‑the‑art coffee machine, snack pantry and many surprise delights.
Commitment to you Equal opportunity employment. We foster an inclusive, bias‑free environment. Harassment is prohibited. We respect diversity and comply with applicable laws. We expect all partners to uphold these commitments.
#J-18808-Ljbffr