Job Description

Technical Support Specialist, People Experience (US, Onsite) 2 weeks ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Location: Fremont, CA or Austin, TX Client Office, Onsite Salary: Up to $55,000 base + 10% performance bonus (DOE & Geographic location) 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 Specialist is responsible for delivering world-class production support, focusing on communication, coordination, technical debugging, and documentation across multiple client platforms and products. The goal is to provide excellent technical support with outstanding customer service, satisfaction, and timeliness. Candidates should be passionate about technology, thrive in a fast-paced environment, and prioritize customer needs. Our clients are Fortune 100 technology companies, emphasizing a core value of scaling their businesses by putting people first. Our team is dedicated to advancing this mission. About You: Familiar with end-to-end Customer/IT support processes Adaptable to new or changing circumstances Collaborative, proactive, and curious mindset Results-oriented to promote business success Proactive and professional communication skills Maintain professionalism, adaptability, and respectfulness Provide high-quality service to all users Responsibilities: Monitor ticket queues, triage, and resolve requests; identify incidents Create tickets and tasks based on user requests Provide initial responses to acknowledge requests and inform next steps Evaluate requests within Service Cloud to determine urgency and severity Gather data and respond to issues, service requests, and alerts Escalate to Tier 1-2 or product experts when needed Prioritize and investigate issues based on established guidelines Communicate effectively with stakeholders and support teams Use analytics tools to identify trends and areas for improvement Collaborate with support teams for efficient case resolution Support product and integration issues without code changes Diagnose and resolve known issues quickly Assist in training new team members Document issue resolutions for runbooks Serve as an expert on platforms and products, mentoring others Your Expertise: Bachelor's in IT, Computer Science, or related field (preferred) 2+ years in application support, focusing on cloud services, HCM recruiting, or SaaS platforms Hands-on support experience with HRIS/ATS systems Understanding of end-to-end HCM recruiting processes (Workday) Proficiency with Service Cloud, CRM, and ticketing systems Knowledge of IT systems and terminology Familiarity with Apex, Visualforce, Salesforce Lightning Excellent communication skills Experience managing user roles, permissions, and security Ability to meet SLAs in a client-facing support environment Teamwork and collaboration skills Ability to work onsite full-time Flexibility for on-call work on weekdays and weekends Nice to Have: Experience with Workday HCM Intermediate SQL skills Knowledge of rules-based automation, process documentation, and ITSM (ITIL) Salesforce Service Cloud Certification Applied Value is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status, or genetic information. Employment contingent on eligibility to work in the U.S. and passing background checks. #J-18808-Ljbffr AVT, a Wipro company

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