KWI • Melville, NY 11775 • Posted 1 day ago via LinkedIn
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As a Technical Support Manager at KWI, you will be responsible for the strategic oversight and team management of the Root Cause and Applications Support teams. This role involves creating and implementing support strategies, providing guidance and career development to the team, and ensuring top-shelf support to customers while focusing on process improvement and trend identification. The position requires a blend of technical expertise, leadership skills, and a commitment to excellence in customer service.
Technical Support Manager
The Opportunity
In this role, you will be responsible for the strategic oversight and team management of two key support teams, Root Cause and Applications Support. Our root cause team is an escalation point for technical support issues reported for our mobile POS solution. The Application Support team provides technical customer support for our Ecommerce, Merchandising and Back Office applications for thousands of client stores.
In this role, you will work with the team to create and implement an optimal strategy that provides top shelf support to our customers while maintaining a continuous focus on process improvement and identifying trends proactively. You’ll also provide guidance, direction, and share best practices with your team while driving career and skill development.
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 a Technical Support Manager, you excel at the below core competencies
The impact you’ll make
What you will bring
As a member of the KWI team you will receive
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.
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