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 simu