Lead Application Support Analyst

Overview

KWI offers a unified commerce platform, designed to help specialty retailers optimize their business, by leveraging tools and insights provided by our Cloud 9 mobile Point-of-Sale, Merchandising, and E-Commerce technologies. This platform helps KWI deliver an industry leading service that enables our customers to make informed decisions that drive the success of their business.

The Application Support Lead is responsible for providing technical support to the KWI Cloud 9 Retail Platform Merchandising, E-Commerce, and POS Applications including all aspects of the product/service line and operational support. We anticipate that you will maintain and enhance customer relationships and meet organizational and operational objectives. We expect you will play a critical role in driving process improvement initiatives and have a passion for troubleshooting complex issues. The ideal candidate has knowledge of technical applications and a good understanding of operating systems, computers, and applications software.

About the Job

• Point person for all Application Support issues
• Provide direction and priority to Application Support team, including supervising work schedules on a daily basis
• Assist with ongoing customer support and provide exceptional service while troubleshooting
• Identify problems, coordinate appropriate corrective action and think proactively and creatively to solve issues
• Provide ongoing customer support and respond to issues to drive solutions
• Assist with improving existing operational support and processes
• Handle production outages and issues in a timely and effective manner
• Work on special projects to improve operating efficiency of technical/applications support
• Work directly with clients to maximize system usage and functionality to best achieve their business objectives
• Handle production outages and issues in a timely and effective manner
• Other duties as assigned

About You

• You have a degree in IT or related field and a minimum of 1 year of experience with supporting applications
• You have strong knowledge of retail business processes (inventory, receiving, costing, mobile applications etc.)
• You are customer service oriented, and are willing to go the extra mile to satisfy a customer
• You have strong written and verbal communication skills
• You are extremely organized and can easily manage multiple tasks or projects
• You work well independently or with a team and consider yourself to be a creative problem solver
• You have a positive attitude and are motivated by the desire to make a difference in the business
• You are a critical thinker, with an innate curiosity and interest in solving problems
• You have an outstanding work ethic and a sense of urgency to resolve issues quickly and efficiently
• Knowledge of any of the following is a strong plus; retail, merchandising, allocation, replenishment, supply chain, CRM, planning, MPOS, POS, sales reporting and system integration
• You’re proficient in Microsoft Office, specifically Excel and Word
• You can work a scheduled shift within the hours of 8AM to 10PM, as needed, to cover client open hours
• Experience with SQL statements, preferred
• Jira and Footprints knowledge a plus