Salary: $50,000 - $65,000 base salary + 10% performance bonus
THIS POSITION REQUIRES YOU TO BE IN OFFICE Monday - Friday. (MUST BE ABLE TO WORK ON PST HOURS - west coast candidate preferred)
Onsite Locations Available: California (Fremont, Menlo Park), Washington (Seattle), New York (NYC), Michigan (Detroit), Colorado (Denver), Florida (Miami), Massachusetts (Boston), Georgia (Atlanta), Texas (Austin), Illinois (Chicago), Philadelphia (Pittsburg), North Carolina (Durham), Ohio (Columbus), Virginia (Reston)
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 seeking a SeniorTechnical Support Specialist to assist in the delivery of our mission- and business-critical application services with internal customers. Reporting into the People Experience, our goal is to deliver excellent technical support with outstanding customer service, satisfaction, and timeliness. 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 business by putting people first, and the People Experience team is uniquely positioned to propel this work to the next level as the customer’s needs act as the guiding compass, not the technology’s limitations!
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:
Handle and resolve complex customer issues that have been escalated from Level 1/Tier 1 support
Utilize advanced troubleshooting techniques to diagnose and solve problems.
Ensure issues are resolved within the agreed service level agreements (SLAs).
Utilize Service Cloud analytics tools to identify trends, recurring issues, and areas for improvement in the triage process.
Use Salesforce Service Cloud to track, manage, and resolve customer cases.
Communicate effectively with IT and business stakeholders to improve on the ground engagement with cross-functional partners
Maintain accurate and detailed case records, ensuring all interactions and solutions are documented
Generate and analyze reports to identify trends and areas for improvement
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.
Work closely with other departments, including Level 3 support, engineering, and product management, to resolve complex issues.
Escalate unresolved issues to appropriate teams and follow up to ensure timely resolution.
Participate in regular team meetings and provide feedback on service improvements.
Stay updated on the latest features and best practices of Salesforce Service Cloud.
Suggest and implement process improvements to enhance efficiency and customer satisfaction.
Participate in ongoing training and professional development opportunities.
Your Expertise:
Bachelors in Information Technology, Business or a related field preferred
3-5 years of experience in technical support, with a focus on cloud services or SaaS platforms
2+ years of experience using Service Cloud or similar customer service platforms
Proficiency in using Service Cloud, CRM systems, and support ticketing systems
Experience in other 3rd party CRM tools
Understanding of cloud computing concepts and architectures and familiarity with APIs, integrations, and common web technologies.
Knowledge of database management and querying.
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.
Ability to work in an onsite office setting 100% of the time
Flexible to work on-call schedule on weekdays and occasionally on weekends
Nice to have:
Experience with case management, automation, and service analytics in Salesforce.
Intermediate SQL skillset
Strong familiarity with Workday HCM and Salesforce Service Cloud
Experience with reporting and metrics
Strong expertise with rules-based automation, process documentation, and ITSM best practices (ITIL)
$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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at Applied Value Technologies by 2x