Application Support Analyst - Salesforce Service Cloud

Application Support Analyst - Salesforce Service Cloud  

Location: United States– 100% remote 

*This position is remote and not eligible for relocation.  All positions must reside within the country listed within this job description. 

Salary: Up to $90,000 + 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: 

An Application Support Analyst should be a highly skilled, results-oriented domain expert for several application modules within a specific functional or technical domain, driving complex issue resolution, root cause analysis, and automation activities. Candidates must be passionate about technology, live for amazing customer service, and thrive in a fast-paced environment. 

Our clients are Fortune 100 technology companies, providing platforms that help connect people around the world. They share a core value of 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  

• Adjusts easily to new or changing circumstances. 

• A collaborative utility player mentality (low ego) with a proactive sense of curiosity 

• Focuses on achieving results that promote business success. 

• 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:   

• Collaborate with stakeholders to gather requirements and translate them into technical solutions   

• Design, build, test, and deploy reports and dashboards to provide actionable insights to stakeholders.  

• Provide expertise and guidance on best practices for configuration, development, and integration.  

• Serve as a subject matter expert in Salesforce Service Cloud functionality, troubleshooting issues, and providing support to end users  

• Collaborate with cross-functional teams, including HR, IT, and business leaders, to ensure alignment between business processes and system capabilities.  

• Provide exceptional customer service and ensure a high level of customer satisfaction.  

• Follow up with customers to ensure their issues are fully resolved and gather feedback.  

• Participate in regular team meetings and provide feedback on service improvements.  

• Suggest and implement process improvements to enhance efficiency and customer satisfaction.  

• Stay updated on the latest features and best practices of Salesforce Service Cloud platforms.   

• Participate in ongoing training and professional development opportunities.  

Your Expertise:   

• Bachelor's degree in computer science, Information Systems, Business Administration, or related field.  

• 3-5+ years of experience implementing, configuring, and supporting Salesforce Service Cloud Claim Management Module. 

• L2/L3 proficient in supporting and troubleshooting Salesforce Service Cloud applications, diagnostic abilities to accurately diagnose identify root cause of issues.  

• Documentation and knowledge management - Effective documentation of troubleshooting processes including recording steps. Listing outcomes, and resolutions.  

• Attention to detail - Ensure thoroughness when analyzing system logs, configurations and data accuracy while troubleshooting and diagnosing issues.  

• Understanding of cloud computing concepts and architectures and familiarity with APIs, integrations, and common web technologies.  

• Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely.  

• 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.  

• Highly organized with the ability to manage multiple cases and tasks simultaneously.  
• Experience with case management, automation, and service analytics in Salesforce.  

• Intermediate SQL skillset  

Nice to Have Skills:

• Familiarity with Oracle Fusion or Supply Chain Processes. 

• Experience in other 3rd party CRM tools.  

• Experience with reporting and metrics  

• Strong expertise with rules-based automation, process documentation, and ITSM best practices (ITIL)  

• Salesforce Service Cloud Certification 

We’ve got you covered:  

• Competitive salary + performance bonus 

• Flexible time off 

• Sick leave 

• Up to 100% employer - paid healthcare benefits (medical, dental, vision) 

• 100% paid parental leave - up to 16 weeks (eligible after 1 year of employment) 

• $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.