Nice to meet you – we are Kornit Digital! A subsidiary of Kornit Digital, the leader in DTG technology, Kornit X are an online product personalisation & workflow solutions provider and we’re looking for a 1st Line Applications Support Analyst to join our team in providing world class technical support for our SaaS Platform. 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. Click to learn more > www.kornit.com Reports to: Head of Global Technical Support Location: Macclesfield, Cheshire What will you do? Providing excellent technical support to all customers via phone, live chat & internal ticketing system. Liaising with customers to ensure effective prioritisation and management of incidents and service requests based on impact and urgency Manage client issues, queries and escalations quickly and professionally – retaining ownership until the query is addressed fully. Investigate and troubleshoot software incidents and requests for support within a complex environment to resolve issues in accordance with defined service level targets Identifying options for potential solutions or workarounds to software issues and assessing them for both technical and business suitability Analyse 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. Signposting customers to appropriate knowledge base documentation or guiding customers in obtaining the knowledge to be self-sufficient in using the Kornit X software. Documenting knowledge base articles for known issues Working remotely out of hours as and when needed (usually on a shift/rota basis) What should you have? Ability to manage priorities is a must Experience in analysing 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 Ability to understand comprehensive software applications/solutions involving multiple components and custom integrations is preferred Ability to quickly understand technical issues & resolve accordingly Willingness to be flexible, working within a fast-paced and dynamic environment. Excellent organisational & customer service skills Trained to ITIL v3 Foundation Level desirable Experience with Support Desk ticketing systems desirable (e.g. Zoho Desk, Salesforce, Jira Service Desk, Service Now). Experience with cloud-based eCommerce platforms desirable (e.g. Shopify, WooCommerce, Magento, etc.) Experience working with application integration technologies desirable (e.g. API, XML, SFTP, Data Transformation, etc.)