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KWI · 4 months ago

Part Time Retail Support Specialist (Sat-Sun, 5am to 12pm)

Melville, NY

Part-time

Hybrid

New Grad, Entry Level

$21/hr - $21/hr

KWI is a provider of cloud technology solutions for retailers, seeking a Part-Time Retail Support Specialist. This role involves managing support incidents for internal teams and external clients, troubleshooting issues, and ensuring high-quality service to clients.

Cloud ComputingComputerE-CommerceSaaSSoftware

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

Qualification

Customer serviceTechnical troubleshootingMobile POS supportRetail environment familiarityHigh pressure environmentAccountabilityCustomer-centric solutionsSelf-starter

Required

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