Technical Support Specialist, People Experience

Location: Fremont, CA or Austin, TX Client Office, Onsite

All positions mustresidewithin the country listed within this job description.

Salary: Up to $55,000 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:

A Triage Specialistis responsible fordriving world-class production support, focusing on communication, coordination, technical debugging, and documentation across multiple client

platforms and products.Yourgoal 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 their businesses by putting people first, and our team is dedicated to advancing this mission by focusing on customer needsabove 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:?

• Monitor ticket queues,triageand resolve intake requests andidentifyincidents

• 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 todeterminetheir 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 toidentifytrends, recurring issues, and areas for improvement in the triage process.

• Work closely with support teams, technical specialists, and other departments tofacilitateefficient case resolution.

• Provide efficient support on product and integration issues that do not require code changes

• Rapidly diagnose, investigate, and resolve known issues

• Assistin 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,efficiencyand 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)

• Proficiencyin 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.

• Experienceoperatingwith 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

Nice to have:

• Strong familiarity with Workday HCM

• Intermediate SQL skillset

• Strongexpertisewith rules-based automation, process documentation, and ITSM best practices (ITIL)

• Salesforce Service Cloud Certification

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 oncandidateverifying their eligibility to work inthe United Statesand passing a complete background check.

Qualification

Bachelor's Degree