Technical Support Specialist, People Experiences (US, Onsite)

Location: On-site Client Office (US)

Onsite Locations Available: California (Fremont, Menlo Park), Georgia (Atlanta), Colorado (Denver)

This position requires you to be in office, Monday - Friday. (MUST BE ABLE TO WORK IN PST HOURS - EAST COAST CANDIDATES PREFERRED)

Salary: Up to $55K base + 10% performance bonus DOE & Geographic Location

A little bit about us:  

Applied Value Technologies is an early-stage, mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next-generation application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale. 

About the Role:  

Applied Value Technologies is looking for a People Experiences - Technical Support Specialist to join our Fulfillment team. In this role, you'll play a key part in supporting mission-critical applications for our internal customers, ensuring exceptional technical support, customer service, and timely issue resolution. As part of our Application Support organization, you'll need a versatile skill set to manage a broad range of applications within our client's Commerce Engineering products. We're seeking candidates who are passionate about technology, committed to outstanding customer service, and thrive in a fast-paced environment. Our clients, Fortune 100 technology companies, prioritize scaling their businesses by putting people first, and our team is dedicated to advancing this mission by focusing on customer needs above all else. 

About You:

• Familiar with end-to-end Customer/IT support processes 
• Identifies with the feelings, ideas and attitudes of others.
• A collaborative utility player mentality (low ego) with a proactive sense of curiosity
• Believes in and works to achieve the highest standards.
• Demonstrate proactive and professional communication skills with all stakeholders and partners
• Maintain a professional, adaptable, and respectful manner
• Provide high quality service to all users  

Responsibilities:

• Monitor ticket queues, triage and resolve intake requests and identify incidents
• Create tickets and tasks, when applicable, based on user request
• Provide initial responses to customers or clients to acknowledge receipt of their requests and inform them of the next steps.
• Evaluate incoming requests or issues within the Service Cloud platform to determine their urgency, severity, and complexity.
• Gather data and provide initial response for reported issues, service requests and alerts
• Escalate to Tier 1-2 and/or product expert when necessary
• Check priority levels and investigate/triage based on established guidelines and criteria, ensuring that SEVs and High-Priority issues are addressed promptly.
• Communicate effectively with IT and business stakeholders to improve on the ground engagement with cross-functional partners
• Utilize Service Cloud analytics tools to identify trends, recurring issues, and areas for improvement in the triage process.
• Work closely with support teams, technical specialists, and other departments to facilitate efficient case resolution.
• Provide efficient support on product and integration issues that do not require code changes
• Rapidly diagnose, investigate, and resolve known issues
• Assist in training new team members on Service Cloud functionalities and triage processes.
• Refine issue resolutions into clear and concise documentation for runbooks
• Serve as an expert across platforms and products and teach other Triage Specialists on new products, tools, processes, debug technique, to improve the team’s overall effectiveness, efficiency and workflows

Your Expertise:

• Bachelors in IT, Computer Science, or a related field preferred
• 2+ years of experience in application support, with a focus on cloud services, HCM recruiting and/or SaaS platforms
• 2+ years in a hands-on application production support role working on triage, troubleshooting, and coordination on HRIS / ATS systems
• Basic understanding of end-to-end HCM recruiting processes (Workday)
• Proficiency in using Service Cloud, CRM systems, and support ticketing system
• Good understanding of IT systems and terminology
• Familiarity with Apex programming language, Visualforce, and Salesforce Lightning framework.
• Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely.
• Manage user roles, profiles, permission sets, and security settings.
• Experience operating with SLAs in a client-facing role in a production environment
• Ability to work effectively as part of a team and collaborate with other departments.
• Ability to work in an onsite office setting 100% of the time
• Flexible to work on-call schedule on weekdays and occasionally on weekends

Preferred Qualifications: 

• Strong familiarity with Workday HCM
• 3+ years of experience in Salesforce Service Cloud, including administration, customization, configuration, and maintenance.
• 3+ year on application production support role working on triage, troubleshooting, and coordination
• Intermediate SQL skillset
• Experience with reporting and metrics
• Strong expertise with rules-based automation, process documentation, and ITSM best practices (ITIL)
• Salesforce Service Cloud Certification
• Workday HCM Certification

We’ve got you covered:

• Competitive salary + performance bonus
• Unlimited paid leave
• 100% employer - paid healthcare benefits (medical, dental vision)
• Sick leave accrual
• 100% paid parental leave - up to 16 weeks
• $1,200 Learning & development allowance (annually)
• $1,200 Health & Wellness allowance (annually)
• Employee referral program
• 401k match up to 4%
• 12 paid holidays annually

Applied Value is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Hiring is contingent on candidate verifying their eligibility to work in the United States and passing a complete background check.