Support Analyst - Payments

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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      <div><p><strong>Overview:&nbsp;</strong></p><p>KWI is looking for a Support Analyst to investigate and trouble-shoot payment-related support issues for our Cloud 9 POS application. This role will maintain a portfolio of retail clients and work with third-party payment vendors, KWI internal teams, and clients on a day-to-day basis. This is a critical role to KWI because it is at the center of our client relationships &ndash; working with not only our retail clients directly, but also interfacing with our external partners and all internal KWI departments &ndash; to ensure that our clients&rsquo; expectations are not only met, but consistently exceeded.</p><p>This position requires analytical skills to dig into the data and provide analysis and recommendations, while also requiring strong customer service skills and a willingness to do whatever it takes to provide the highest level of support for our retail clients. This role will report dually to our Controller and our Director of Partnerships &amp; Payment Technologies.</p><p><strong>About the Job:</strong></p><ul><li>Work with 3<sup>rd</sup> party payment vendors, banking partners, retailers, and internal KWI departments to maintain and improve the day-to-day health of KWI&rsquo;s payment services, as well as our client and vendor relationships</li><li>Maintain and support a portfolio of merchant (client) accounts &ndash; both Retail and E-commerce; including, but not limited to, opening up new retail accounts, daily customer service of accounts, and training</li><li>Work with internal KWI teams and third-party vendors to address and troubleshoot merchant questions and concerns</li><li>Provide daily status reporting and ongoing maintenance for all systems and merchants</li><li>Provide ongoing analysis of credit card processing trends in payment industry as well as analysis of credit card statistics</li><li>Complete monthly credit card reconciliations</li><li>Work with Director of Partnerships &amp; Payment Technologies on client contract proposals</li></ul><p><strong>About You:</strong></p><ul><li>Bachelor&rsquo;s Degree and a minimum of 1 year of support experience&nbsp;</li><li>Knowledge of all Microsoft Office applications; <u>advanced Excel is a must</u></li><li>Strong analytical and critical-thinking skills</li><li>Excellent customer service skills</li><li>Strong written and verbal communication skills</li><li>Ability to handle sensitive financial data a must</li><li>Ability to work in a fast-paced environment and multi-task</li><li>Accounting/finance background is a plus</li><li>Background in the payment industry a plus, i.e. a payment processor</li><li>Basic technical knowledge is a plus</li></ul><p><strong>About Us:</strong>&nbsp;</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 our team members to uphold these commitments.</p></div>\n    </div>\n  \n",
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