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Nice to meet you – we are Kornit X!

An online product personalisation & workflow solutions provider, a subsidiary of Kornit Digital. We are looking for an Applications Support Analyst to join our team and provide world-class technical support for our SaaS Platform. 

Reports to: Head of Global Technical Support

Location: Manchester, United Kingdom

Remote working is possible 2-3 days a week. Product specific training will be provided in-house. 

What will you do? 

  • Provide customers with excellent technical support via phone, live chat and internal ticketing system, ensuring each request for support is addressed fully. 
  • Verification, accurate classification, prioritisation and recording of incidents and requests, as well as creating knowledge base articles for known issues. 
  • Investigate and troubleshoot software incidents and requests for support in accordance with defined service level targets 
  • Analyse system and application logs to identify errors and propose solutions accordingly 
  • Signpost customers to appropriate knowledge base documentation or guide customers in obtaining the knowledge to be self-sufficient in using the Kornit X software. 

What should you have?

  • Minimum of 2 years experience in analysing and diagnosing technical software problems in a customer facing, fast paced organisation 
  • Excellent written & verbal communication skills, including the ability to manage expectations and explain technical detail clearly and concisely 
  • Ability to understand comprehensive software applications/solutions involving multiple components and custom integrations is preferred 

Desirable: 

  • Trained to ITIL v3 Foundation Level 
  • Experience with Support Desk ticketing systems  (e.g. Zoho Desk, Salesforce, Jira Service Desk, Service Now). 
  • Experience with cloud based eCommerce platforms  (e.g. Shopify, Woocommerce, Magento, etc.)   
  • Experience working with application integration technologies (e.g. API, XML, SFTP, Data Transformation, etc.)