Overnight Help Desk Analyst

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    "requisitionDescription": "<div><div><div><div><link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\"> <link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\"><div class=\"fr-view\"><p><strong>POSITION MISSION:</strong><strong>&nbsp;</strong></p><p>The Overnight Help Desk Analyst is responsible for all support incidents generated from both internal teams and external retail clients, facilitating direct mobile application support for KWI&rsquo;s clients&rsquo; stores. The Help Desk Analyst manages all support calls, and then work to troubleshoot, triages issues, and escalate issues to Senior Analysts and Team Management when necessary.</p><p>This role works our overnight shift, starting at 8pm and ending at 7am, and should be comfortable working relatively independently on all job tasks. <strong>&nbsp;</strong></p><p><strong>JOB FUNCTIONS:</strong></p><ul type=\"disc\"><li>Primary responsibility is to be logged into our phone system to take Client Support Calls and bring issues to resolution</li><li>Secondary responsibility is to work on Support Services Help Desk Ticket queues and bring issues and tickets to resolution&nbsp;</li><li>Escalate Priority 1 Tickets to Senior Analysts</li><li>Provide the very highest level of service to KWI&rsquo;s Clients</li><li>Solicit and expound upon all available information from the customer regarding details of system issues (hardware/software/network) &amp; make every possible attempt to resolve</li><li>Identify and escalate open issues that represent risk&nbsp;</li><li>Troubleshoot, diagnose, and resolve mobile POS technical issues reported&nbsp;</li><li>Ensure calls are clearly documented and properly tracked&nbsp;</li><li>Provide 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 Senior Analysts</li><li>Manage priority amongst multiple simultaneous requests</li><li>Follow all PCI compliance guidelines to ensure client/company security</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</li><li>Other duties as assigned &nbsp;</li></ul><p><strong>QUALIFICATION REQUIREMENTS:</strong>&nbsp;</p><p><strong>Skills, Knowledge, Abilities:</strong></p><ul type=\"disc\"><li>Excellent communication skills, written, and verbal</li><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>Self starter in an entrepreneurial environment</li><li>Knowledge of common concepts pertaining to technical support&nbsp;</li><li>Familiarity with the retail environment (POS, MPOS, and associated components) &nbsp;</li><li>Ability to handle multiple tasks and remain flexible</li><li>Working knowledge of POS &amp; MPOS systems, and SQL. Must be capable of constructing basic SQL and system logs queries to aid the troubleshooting process</li><li>Familiarity with Apple and/or other mobile applications a plus</li><li>Ability to work overnight schedule, including weekends and holidays&nbsp;</li></ul><p><strong>Training/Education:</strong></p><ul type=\"disc\"><li>College/ Technical school preferred</li><li>POS &amp; MPOS systems and/or proprietary software experience strongly desired</li><li>Proficiency in information technology either through education or work experience</li></ul><p>&nbsp;<strong>Experience:</strong></p><ul type=\"disc\"><li>1+ year experience in Support Services call center support&nbsp;</li><li>Experience coordinating/implementing new POS &amp; MPOS systems and upgrades a plus&nbsp;</li></ul><p>&nbsp;<strong>ABOUT US:</strong></p><p>&nbsp;KWI. FIRST IN SaaS. FIRST IN THE CLOUD.</p><p>We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI&rsquo;s culture is rooted in our core values &ndash; commitment, respect &amp; dignity, accountability, reliability, passion, and caring. Our office environment is casual and fun &ndash; 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.&nbsp;</p><p>We offer complete Cloud-based solutions for a broad range of clients in specialty retailing. Since 1985 we&#39;ve helped retailers achieve success through use of our leading systems including, merchandising, POS, Mobile POS, CRM, and loss prevention. We&#39;re a privately held, debt-free and 100% management owned company. Our company plays a critical role for our retail clients and we continue to grow! We offer a collaborative work environment - even virtually! - with colleagues who have a passion for retail and technology.</p><p>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.&nbsp;</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 of the places in which we operate. We expect our business partners, suppliers, clients, and all our team members to uphold these commitments.</p></div></div></div></div></div>\n",
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