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.

Who we are

We have the stability of a company that has been around for 40+ years and the energy of a startup that is still figuring out how to do things better every day. We move fast, we question the status quo, and we expect everyone on the team to do the same. If you are genuinely curious, have a better-than-average level of common sense, and get excited by solving real problems rather than just doing your job description — KWI is for you. We do not have a lot of bureaucracy and we do not want people who need it. What we do have is a team that shows up, figures things out, and takes pride in the work.

AI at KWI

We are serious about AI. Not as a buzzword, but as a real part of how we work. We expect every member of our team to actively use AI tools to work smarter, move faster, and do more with less. We are not looking for someone who has heard of AI. We are looking for someone who can walk us through how they use it day to day: in their current role, in how they organize their work, and in how they solve problems. Curiosity and a willingness to experiment are non-negotiable.

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
You are able to learn to support new features with developing KB and do initial support documentation for said features

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

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
Previous application support background is a plus
Retail ERP Management experience is a plus
Experience troubleshooting Data related issues, API, Log review, and 3rd party integrations

KWI

Application Support Analyst

About the Job

Requirements

Responsibilities

Desired Qualifications

About the Company

KWI

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