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    "requisitionDescription": "\n    <link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n    <link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n\n    <div class=\"fr-view\">\n      <p><strong>Overview</strong></p><p>We are looking for a strong support leader to join our team who is passionate about leading teams and helping retailers use technology!&nbsp;</p><p>KWI is developing innovative technology solutions to help retailers transform their business. Our Help Desk is responsible for troubleshooting and resolving all issues coming from our retail clients related to our mobile point-of-sales POS) solution.&nbsp;</p><p>Especially with the onset of COVID-19, retailers need technology now more than ever before. They are being asked to do things they have never done before (think curbside pickup) and we are in a great position to support them. Our platform allows KWI to deliver an industry-leading service that enables our customers to make informed decisions that drive the success of their business.&nbsp;Come join our team and help us transform the retail landscape!</p><p>The Help Desk Manager is responsible for the oversight and resolution of all Help Desk incidents generated from clients as well as internal teams. The Manager oversees a team of analysts and ensures the team has the proper staffing, tools, resources, and knowledge to troubleshoot reported issues and bring them to resolution. This leader must be root-cause oriented and obsessed with metrics, using data to drive our day-to-day direction and decisions.&nbsp;</p><p>Our Help Desk is a 24/7/365 operation, so the Help Desk Manager must be able to work weekends and holidays. The regular schedule for this role is 4 days a week &ndash; Sunday through Wednesday &ndash; from 9am to 8pm.</p><p><strong>&nbsp;</strong><strong>About the Job</strong><strong>&nbsp;</strong></p><ul type=\"disc\"><li>Provide leadership and guidance to multiple support teams and act as their point of escalation</li><li>Teach, coach, and mentor analysts in all areas of responsibilities in their respective positions</li><li>Ensure the teams provide the very highest level of service to KWI&rsquo;s clients</li><li>Ensure the teams 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</li><li>Supervise the identification and escalation of open issues that represent risk</li><li>Supervise the troubleshooting, diagnosis, and resolution of POS technical issues reported</li><li>Supervise the restorative and/or maintenance actions where possible to resolve customer issues and follow up for any unresolved problems</li><li>Identify trends of incoming calls and report to Director of Support</li><li>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</li><li>Ensure customers are kept well informed of the status of their requests</li><li>Make recommendations on standards and procedures for support operations&nbsp;</li><li>Train support&nbsp;staff on operational procedures, troubleshooting techniques, and new hardware/software</li><li>Communicate professionally with consideration of all levels of associates and management being addressed regarding both technical and non-technical subjects, in writing and verbally as appropriate</li><li>Metric and SLA monitoring for ongoing review and continued improvement&nbsp;</li><li>Work with other teams on projects and manage the rollout of hardware &amp; software upgrade rollouts for both new &amp; existing clients</li><li>Conduct client conference calls for above mentioned projects and rollouts as necessary</li><li>Work with Product and Development teams to stay abreast of upcoming features</li><li>Be available for on-call support for crisis management and take the lead during crisis situations as the internal quarterback, working diligently to get our internal teams the information they need to bring any issues to swift resolution &nbsp;</li><li>Manage the schedule and staff levels of the Help Desk to ensure adequate coverage for our clients&nbsp;</li><li>Manage the overall performance and growth of our Help Desk employees to ensure maximum performance and professional development</li></ul><p>&nbsp;<strong>About You</strong><strong>&nbsp;</strong></p><ul type=\"disc\"><li>Must be capable of working under high pressure environment to get the job done quickly and effectively with customer satisfaction being the ultimate measure of success</li><li>You have excellent interpersonal, verbal, and written communications skills</li><li>You are well-versed in technology and have knowledge of concepts pertaining to technical support</li><li>You are a self-starter and thrive in an entrepreneurial environment handling multiple tasks</li><li>You have familiarity with the retail environment (POS and associated components)</li><li>Familiarity with Apple and/or other mobile applications a plus</li><li>POS systems and/or proprietary software experience strongly desired</li><li>5+ years&rsquo; experience working in an IT call center environment&nbsp;</li><li>Experience in call center support scenarios</li><li>3+ years experience managing call center teams&nbsp;</li><li>Schedule flexibility, with the ability to work holidays and weekends </li></ul><p><strong>About Us</strong><strong>&nbsp;</strong></p><p>We are a small team with a big vision: <strong>to be the premier provider of cloud technology solutions for retailers.&nbsp;</strong>KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. 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.</p><p>When it comes to our people, we strive to create an environment where our teams can live and work well. KWI&#39;s culture is rooted in our core values - <em>commitment, respect &amp; dignity, accountability, reliability, passion, and caring</em>. While we do find time to have fun, we also work hard. 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.</p><p>KWI is a privately-held, debt-free, and 100% management owned company that continues to grow!</p><p>At KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create and support an environment where no individual is advantaged or disadvantaged because of their background. We offer equal employment opportunity regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.</p><p>With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws on the places in which we operate. We expect our business partners, suppliers, clients, and all of our team members to uphold these commitments.</p>\n    </div>\n  \n",
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