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A subsidiary of Kornit Digital, the leader in DTG technology, Kornit X is an online product personalization & workflow solutions provider and we’re looking for a 1st inline Platform Support Technician to help support our team.

To be successful in this role you will need to manage ticketing systems, communicate with customers meeting them at their technical knowledge level, and provide basic software solutions across multiple and interrelated systems for data transfer.

If you’re dedicated, motivated to succeed, and looking to work with like-minded people who believe in delivering world-class service, then this is your opportunity to shine. Product-specific training will be provided in-house.

Responsibilities:

• Providing excellent technical support to all customers via phone, live chat & internal ticketing system.

• Liaising with customers to ensure effective prioritization and management of incidents and service requests based on impact and urgency

• Deal with client issues, queries and escalations quickly and professionally – retaining ownership until the query is addressed fully.

• Investigate and troubleshoot software issues and requests for support within a complex environment to resolve issues per defined service level targets

• Identifying options for potential solutions or workarounds to software issues and assessing them for both technical and business suitability

• Analyze system and application logs to identify errors and propose solutions accordingly

• Verification, accurate classification, and recording of incidents and requests into the internal ticket management system.

• Guiding customers in obtaining the knowledge to be self-sufficient in using the Kornit X software.

• Documenting knowledge base articles for known issues

Skills & Requirements:

• The ability to manage priorities is a must

• Experience in analyzing and diagnosing technical software problems

• Excellent written & verbal communication skills

• Strong interpersonal and client-handling skills with the ability to manage expectations and explain technical detail clearly and concisely

• Previous experience in a similar Technical Support role is preferred

• Trained to ITIL v3 Foundation Level desired

• Experience with Support Desk Ticketing Systems Desired (e.g. Zoho Desk, Jira Service Desk, Service Now)

• Ability to understand comprehensive software applications/systems involving multiple components and custom integrations is preferred

• Ability to quickly understand technical issues & resolve them accordingly

• Willingness to be flexible, working within a fast-paced and dynamic environment. 

• Excellent organizational & customer service skills

(Magento CMS experience, desired!)

 Kornit Digital offers an outstanding compensation and benefits package, medical, dental, and life insurance; Investment Savings Plan (401K) with employer matching. Kornit Digital is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, veteran status, or based on disability or any other federal, state, or local protected class.