Overnight Retail Support Specialist

KWI•Melville, NY

8d•Hybrid

About The Position

The Overnight Retail Support Specialist is responsible for all support incidents generated from both internal teams and external retail clients, facilitating direct mobile application support for KWI’s clients’ 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. The shift is Sunday to Thursday, 8pm to 5am. The first two weeks of training will be Monday to Friday from 9am to 6pm.

Requirements

Experience dealing with customers and resolving customer problems
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
Self-starter in an entrepreneurial environment
Familiarity with the retail environment
Ability to work overnight schedule, including weekends and holidays

Responsibilities

Escalate Priority 1 Tickets to Senior Analysts
Provide the very highest level of service to KWI’s Clients
Solicit and expound upon all available information from the customer regarding details of system issues (hardware/software/network) & make every possible attempt to resolve
Identify and escalate open issues that represent risk
Troubleshoot, diagnose, and resolve mobile POS technical issues reported
Ensure calls are clearly documented and properly tracked
Provide restorative and/or maintenance actions where possible to resolve customer issues and follow up for any unresolved problems
Identify trends of incoming calls and report to Senior Analysts
Manage priority amongst multiple simultaneous requests
Ensure customers are kept well informed of the status of their requests
Make recommendations on standards and procedures for support operations