{"id":3640295,"url":"https://alion.io/job/kwi-overnight-retail-support-specialist","title":"Overnight Retail Support Specialist","company":{"id":679000,"name":"KWI","domain":"kwi.com","url":"https://alion.io/company/kwi-2","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":22,"max":22,"currency":"USD","period":"hour","gross":null,"usd_annual":44000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-01T21:26:47Z","employer_posted_date":"2026-11-01","last_verified_at":"2026-11-05T12:19:27Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The Opportunity\nThe Overnight Retail Support Specialist is responsible for all support incidents generated from both internal teams and external retail clients, facilitating direct mobile application support for KWI’s clients’ stores. The Help Desk Analyst manages all support calls, and then work to troubleshoot, triages issues, and escalate issues to Senior Analysts and Team Management when necessary. The shift is Sunday to Thursday, 8pm to 5am. The first two weeks of training will be Monday to Friday from 9am to 6pm.\n\nThe Company\nWe 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, Bluemercury, Tom Ford and many other globally recognizable brands.\n\nWe combine Point of Sale, Merchandising, Order Management, eCommerce, 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.\nAI at KWI\nWe 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.\n\nAs Overnight Retail Support Specialist, you excel at the below core competencies\nBuilding strong customer relationships and delivering customer-centric solutions \nStepping up to address difficult issues, saying what needs to be said \nHolding self and others accountable to meet commitments\nTaking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm\nThe impact you'll make\nEscalate Priority 1 Tickets to Senior Analysts\nProvide the very highest level of service to KWI’s Clients\nSolicit and expound upon all available information from the customer regarding details of system issues (hardware/software/network) & make every possible attempt to resolve\nIdentify and escalate open issues that represent risk \nTroubleshoot, diagnose, and resolve mobile POS technical issues reported \nEnsure calls are clearly documented and properly tracked \nProvide restorative and/or maintenance actions where possible to resolve customer issues and follow up for any unresolved problems\nIdentify trends of incoming calls and report to Senior Analysts\nManage priority amongst multiple simultaneous requests\nEnsure customers are kept well informed of the status of their requests\nMake recommendations on standards and procedures for support operations\nWhat you will bring\nExperience dealing with customers and resolving customer problems\nMust 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\nSelf-starter in an entrepreneurial environment\nFamiliarity with the retail environment \nAbility to work overnight schedule, including weekends and holidays \nAs a member of the KWI team you will receive\nFull Medical, Dental and Vision\nAnnual bonus eligible\nFree gym in the building \nGenerous PTO policy\nSummer Fridays....all year round\nTuition Reimbursement\nDiscount from building café\n401(K) with a 50% company match (up to 6% of employee contribution)\nEmployee Referral Program\n(1) Volunteer day each year\n\nOur workspace\n\nWe are 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.\n\nOur commitment to you\n\nAt 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.\n\nWith 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.","description_format":"text","description_chars":4851,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["POS Systems","Retail & Shop Systems"],"lifecycle":[{"event":"open","at":"2026-11-02T21:26:47Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":28,"reasons":["conf:3","win:early"],"computed_at":"2026-11-05T05:54:30Z"},"pay":{"stated_usd_annual":44000,"is_top_pay":false},"html_url":"https://alion.io/job/kwi-overnight-retail-support-specialist","json_url":"https://alion.io/job/kwi-overnight-retail-support-specialist.json","meta":{"generated_at":"2026-11-05T14:05:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18130,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":679000},"rest":"https://alion.io/mcp/rest/get_company?id=679000"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkwi-overnight-retail-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkwi-overnight-retail-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkwi-overnight-retail-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kwi-overnight-retail-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkwi-overnight-retail-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3640295}},{"tool":"search_jobs","arguments":{"company":"kwi.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3640295},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}