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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><strong>&nbsp;</strong></p><p>We are looking for someone to join our Help Desk team in a Lead capacity 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 Help Desk Lead plays a dual role &ndash; not only are they personally offering mobile application support for our mobile POS solution, but they are also serving as an escalation point for others on the team and quarterbacking the day-to-day activities of the Help Desk Analysts and Senior Analysts. The quarterbacking responsibilities include providing guidance on complex issues, personally taking on escalated issues, managing shift coverage in the event of call-outs, and monitoring and managing the overall call volume and ticket queue. &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><li>Manage and monitor the Help Desk call volume and Help Desk ticket queues and bring issues and tickets to resolution&nbsp;</li><li>Personally manage escalated Priority 1 Tickets&nbsp;</li><li>Provide the very highest level of service to KWI&rsquo;s Clients</li><li>Provide day-to-day guidance to Help Desk Analyst and Senior Analysts</li><li>Manage shift coverage for each shift in which they work, ensuring proper coverage for the day and managing unexpected call-outs</li><li>Quarterback all activities on their respective shifts to ensure a smooth and seamless experience for KWI clients&nbsp;</li><li>Take client calls when call volume deems it necessary, 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>Identify trends of incoming calls and report to Support management&nbsp;</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>Demonstrated leadership qualities&nbsp;</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>5+ years experience in Support Services call center support</li><li>Demonstrated leadership experience and/or capabilities</li><li>Experience coordinating/implementing new POS &amp; MPOS systems and upgrades a plus&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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