Application Support Analyst

KWI • Melville, NY

17d • $25 • Hybrid

About The Position

The Opportunity The KWI Support team is opening a new opportunity within our Application Support division. As an Application Support Analyst, you will be responsible for supporting our clients as they navigate and utilize our Back Office Merchandising System, Ecommerce Platform, CRM Platform, and myriad other features from the KWI ecosystem of products. To be successful in this role you will need strong technical troubleshooting skills, strong research skills, the ability to self-prioritize a backlog of tickets with varying degrees of technical difficulty and business impact, and the ability to convey complicated technical details to a clientele of non-technical repeat clients. The Company We are a small team with a big vision; to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, David Yurman, Tom Ford and many other globally recognizable brands. 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. As an Application Support Analyst, you excel at the below core competencies You’re always learning and never shy about diving into unknown issues or processes Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences Rebounding from setbacks and adversity when facing difficult situations

Requirements

• 1 to 3 years’ experience within a technical support, IT, or call center environment
• Experience using Jira as well as it’s offshoot products (Confluence, Jira Service Management)
• Experience handling tier 1st and 2nd level tickets

Nice To Haves

• Previous application support background is a plus
• Retail ERP Management experience is a plus

Responsibilities

• Handling Tier 1/2 tickets
• Supporting the back-office merchandising system
• Creating detailed development tickets with reproducible steps

Benefits

• Full Medical, Dental and Vision
• Annual bonus eligible
• Free gym in the building
• Generous PTO policy
• Summer Fridays....all year round
• Tuition Reimbursement
• Discount from building café
• 401(K) with a 50% company match (up to 6% of employee contribution)
• Employee Referral Program
• (1) Volunteer day each year

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees