Job Description

The Application Support Specialist  (1st Line) is there to provide dynamic and exceptional quality application support for Snow Software’s customer and partner base. This role will be bringing all experience, individual expertise and resources coupled with wider Snow resources and expertise to deliver a superior level of customer service experience.

Application Support Specialist will need an exceptional focus on quality customer support. The role will encompass providing technical support to our large customer and partner base, resolving issues by utilizing widely available resources, teams and your own skills and experience. 

This is a Hybrid position, we do expect employees come to the office (Bracknell) at least 2 days a week.

Key Responsibilities

• Providing technical support for issues or any questions that may arise on our Snow Products.
• Collaboration between the support teams globally to share knowledge on Snow Products, known issues and troubleshooting, all contributing to shared goals of CSAT and MTTR.
• Continuing to prioritize your workload ensuring customers are receiving regular updates to meet SLAs and any urgent cases are progressed efficiently.
• Sharing knowledge and expertise with global teams, which includes creating and updating content within the support knowledge base and helping advise colleagues on technical issues.
• Working with customers and partners via remote sessions and written case communication.

Qualifications & Experience:

• Minimum 1 to 2 years' experience in an application support role. (1st line).
• Good communication and interpersonal skills.
• Customer focused can do attitude.
• Be a team player, promote a spirit of cooperation and teamwork.
• Experience using a case ticketing system and managing different case priorities.
• Unix, SQL & networking/connectivity skills to investigate issues.
• Good troubleshooting and problem-solving skills in client and server technologies.
• Knowledge in one or more of the following operating systems: Microsoft Windows, Linux, Unix, and OS X.
• It’s an advantage if you are familiar with PowerShell, IIS and command prompt.
• Technical knowledge of any cloud-based technology would be a plus. - AWS & Azure

Snow’s mission is to provide complete insight and manageability across all technology. We ensure the trillions spent on all forms of technology drives maximum value. Today, more than 3,000 organizations around the world rely on Snow's platform to provide visibility, optimize usage and spend, minimize risk and enhance services. Every team member, from leadership to the front lines, is committed to helping our customers thrive in an era of digital transformation.

All your information will be kept confidential according to EEO guidelines.

This is a Hybrid position, we do expect employees come to the office (Bracknell) at least 2 days a week.

#LI-DA1

#LI-Hybrid