Kliger-Weiss Infosystems, Inc.
Application Support Analyst
Kliger-Weiss Infosystems, Inc., Greenvale, New York, United States, 11548
Application Support Analyst
* This is a hybrid role*
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. Future intentions for this role include becoming a point of escalation for our Held Desk (mPOS) team. 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 competenciesYou're always learning and never shy about diving into unknown issues or processesDeveloping and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiencesRebounding from setbacks and adversity when facing difficult situationsThe impact you'll make
Handling Tier 1/2 ticketsSupporting the back-office merchandising systemBeing a point of escalation for the Help Desk teamWhat you will bring
1 to 3 years' experience within a technical support, IT, or call center environmentExperience using Jira as well as it's offshoot products (Confluence, Jira Service Management)Experience handling tier 1st and 2nd level ticketsPrevious application support background is a plusRetail ERP Management experience is a plusAs a member of the KWI team you will receive
Full Medical, Dental and Vision4 weeks of PTO in your first yearTuition ReimbursementDiscount from building café401(K) with a 50% company match (up to 6% of employee contribution)Employee Referral Program(1) Volunteer day each year
Our work space
We understand that our teams need flexibility, which is why we follow a hybrid schedule. Our in-office days are Monday, Tuesday and Thursday, and employees are allowed to work remotely on Wednesdays and Friday.
We are also a collaborative group and believe that getting together in person allows our team to do their best work. Together we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a full snack pantry and many more surprise and delight moments throughout the year.
Our commitment to you
At KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.
With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all our team members to uphold these commitments.
* This is a hybrid role*
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. Future intentions for this role include becoming a point of escalation for our Held Desk (mPOS) team. 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 competenciesYou're always learning and never shy about diving into unknown issues or processesDeveloping and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiencesRebounding from setbacks and adversity when facing difficult situationsThe impact you'll make
Handling Tier 1/2 ticketsSupporting the back-office merchandising systemBeing a point of escalation for the Help Desk teamWhat you will bring
1 to 3 years' experience within a technical support, IT, or call center environmentExperience using Jira as well as it's offshoot products (Confluence, Jira Service Management)Experience handling tier 1st and 2nd level ticketsPrevious application support background is a plusRetail ERP Management experience is a plusAs a member of the KWI team you will receive
Full Medical, Dental and Vision4 weeks of PTO in your first yearTuition ReimbursementDiscount from building café401(K) with a 50% company match (up to 6% of employee contribution)Employee Referral Program(1) Volunteer day each year
Our work space
We understand that our teams need flexibility, which is why we follow a hybrid schedule. Our in-office days are Monday, Tuesday and Thursday, and employees are allowed to work remotely on Wednesdays and Friday.
We are also a collaborative group and believe that getting together in person allows our team to do their best work. Together we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a full snack pantry and many more surprise and delight moments throughout the year.
Our commitment to you
At KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.
With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all our team members to uphold these commitments.