Location : Onsite Client Office
- This position is 100% onsite and not eligible for relocation. All positions must reside within the country listed within this job description.
Salary : Up to $55,000 base 10% performance bonus (DOE & Geographic location)
Onsite Locations Available : California (Fremont, Menlo Park)
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 Specialist is responsible for driving world-class production support, focusing on communication, coordination, technical debugging, and documentation across multiple client
platforms and products. Your 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 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 processesAdjusts easily to new or changing circumstances.A collaborative utility player mentality (low ego) with a proactive sense of curiosityFocuses on achieving results that promote business success.Demonstrate proactive and professional communication skills with all stakeholders and partnersMaintain a professional, adaptable, and respectful mannerProvide high quality service to all usersResponsibilities :
Monitor ticket queues, triage and resolve intake requests and identify incidentsCreate tickets and tasks, when applicable, based on user requestProvide 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 alertsEscalate to Tier 1-2 and / or product expert when necessaryCheck 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 partnersUtilize 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 changesRapidly diagnose, investigate, and resolve known issuesAssist in training new team members on Service Cloud functionalities and triage processes.Refine issue resolutions into clear and concise documentation for runbooksServe 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 workflowsYour Expertise :
Bachelors in IT, Computer Science, or a related field preferred2 years of experience in application support, with a focus on cloud services, HCM recruiting and / or SaaS platforms2 years in a hands-on application production support role working on triage, troubleshooting, and coordination on HRIS / ATS systemsBasic understanding of end-to-end HCM recruiting processes (Workday)Proficiency in using Service Cloud, CRM systems, and support ticketing systemGood understanding of IT systems and terminologyFamiliarity 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 environmentAbility to work effectively as part of a team and collaborate with other departments.Ability to work in an onsite office setting 100% of the timeFlexible to work on-call schedule on weekdays and occasionally on weekendsNice to have :
Strong familiarity with Workday HCMIntermediate SQL skillsetStrong expertise with rules-based automation, process documentation, and ITSM best practices (ITIL)Salesforce Service Cloud CertificationWe’ve got you covered :
Competitive salary performance bonusFlexible time offSick leave accrualUp 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 program401k match up to 4%12 paid holidays annuallyApplied 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.
Salary : $55,000
