Team Lead, Lead Application Support Specialists

7 days ago

Bracknell, Bracknell Forest, United Kingdom Snow Software Full time

Job Description:

Snow Software is looking to add a Team Leader within the Lead Application Support Specialist team.

The Team Leader role will encompass effectively leading a group of Specialists by demonstrating best practice and experience in how you approach solving our Customer's issues.


You will be working within a global support team, who work to resolve customer and partner technical issues or provide them with answers to their questions.

You will help to guide and mentor the team to attain the highest possible levels of customer satisfaction whilst also adhering to service level targets.


You and your team members will be performing advanced troubleshooting within customer environments focused on the recreation of customer reported issues and, where necessary, escalation to Product Engineering.

You will partner with our Product Engineering team to ensure that product issues are resolved in line with their impact and severity.

Your input and expertise will be needed to improve both Snow Product Portfolio and the customer experience.

What we require from you

  • Lead a team of Lead Application Support Specialists to ensure that the service provided meets and exceeds our customers' expectations and follows internal guidelines. Both you and your team will provide technical support for issues or any questions that may arise on our Snow Product Portfolio.
  • Act as an escalation point for the engineer when they identify challenges to resolving issues in a timely manner. You will work with your team to remove any impediments to the service and to look to enhance opportunities to increase efficiency.
  • Take ownership and ensure that your team focus on the most pressing evolving situations to discern how to move them forward to a successful conclusion.
  • Acknowledged as a key goto person by both internal and external stakeholders and will build strong deep relationship across all teams and customers. You will be the bridge between technical and nontechnical audiences adding value at every stage.
  • Manage the defect submission and communication process, working closely with our engineering teams to prioritize and improve as necessary.
  • Drive new best practices and approaches to drive excellence and reliability in the support provision for our Cloud platform.
  • Build trust and relationships to actively influence the roadmap of Snow Software, working with our Product Managers and Product Owners.
  • Sees and acts upon opportunities to highlight and develop innovative solutions and work arounds to complex challenges.
  • Recognized as an ambassador for customer experience, you will be able to articulate the challenges and pain points our customers experience and helping other Snow teams see the criticality of this.

Qualifications:

  • A minimum of 2 years experience working within the Snow Lead Application Support Specialist team (formerly the SME team).
  • A minimum of 5 years Technical Support experience, gained within a businesstobusiness environment.
  • Experience of working with a variety of internal and external stakeholders.
  • Good knowledge of Microsoft 365 (configuration and administration knowledge desired).

At least
ONE of the following:

  • Advanced knowledge and experience of Networking, Active Directory, Virtualization, Microsoft Internet Information Services (IIS) and Operating Systems.

OR

  • Experience of supporting SQL based technologies/software including SQL querying and writing scripts.

DESIRABLE

  • Team Leadership or Team Management experience. Especially desirable to have experience of managing a technical team.
  • Supporting UNIX/Linux based technologies/software.
  • Creation, maintenance and improvement of technical knowledgebase articles.
  • Advanced Knowledge of one or more of the following Products: ServiceNow, Salesforce, Adobe, Oracle, G-Suite and IBM BigFix.
  • Advanced understanding of cloud technologies and experience supporting products and solutions delivered as a service.
Who you are

  • You are a role model for best practice and actively promote it. You deliver value to the business, effectively, efficiently and to a high standard.
  • You have the ability to quickly grasp new contexts, think beyond traditional solutions and look for creative solutions.
  • You are a strong communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team.
  • Excellent interpersonal, communications and coaching skills, both in writing and verbally to a varied audience.
  • Excellent time management, decision making, prioritization and organization skills.
  • A team player who promotes a spirit of cooperation, knowledge sharing and teamwork.
  • Proven technical diagnostic and problemsolving skills.
  • Strong stakeholder management, with the ability to work with crossfunctional, diverse teams.
  • Eager to learn new skills and technologies.
Additional Information

Snow Software is the global leader in technology intelligence solutions, ensuring the t

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