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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>POSITION MISSION:</strong></p><p>We are looking for someone to join our team who is passionate about helping people use technology! KWI is developing innovative technology solutions to help retailers transform their business. <strong>If you are a service-oriented person who also knows how to work with mobile applications, we want to talk to you!</strong>&nbsp;</p><p>The Customer Support Associate is taking calls from our retail clients and offering mobile application support for our mobile POS solution. The <span style=\"color: rgb(65, 65, 65); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;\">Customer Support Associate</span> manages those support calls, and then works to troubleshoot, triage issues, and escalate issues to Senior Analysts and Team Management when necessary. The goal is for us to offer white glove service to our customers and ensure they are viewing our technology as an enabler to their success.&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. Come join our team and help us transform the retail landscape!<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 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 multiple schedules, 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&nbsp;</li></ul><p><strong>Experience:</strong></p><ul type=\"disc\"><li>1+ year experience in Support Services call center support</li><li>Experience coordinating/implementing new POS &amp; MPOS systems and upgrades a plus</li><li>Experience in remote support scenarios &nbsp;</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 of our team members to uphold these commitments.</p><p>&nbsp;</p>\n    </div>\n  \n",
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