Senior Technical Support Specialist

4 days ago

Singapur, Singapore Applied Value Tech Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Applied Value Technologies. As a key member of our Application Support organization, you will play a critical role in providing exceptional technical support, customer service, and timely issue resolution for our internal customers.

As a Technical Support Specialist, you will be responsible for handling and resolving complex customer issues, utilizing advanced troubleshooting techniques to diagnose and solve problems, and ensuring issues are resolved within agreed service level agreements (SLAs). You will also utilize Service Cloud analytics tools to identify trends, recurring issues, and areas for improvement in the triage process.

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
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
Requirements
  • Bachelors in Information Technology, Business or a related field preferred
  • 3-5 years of experience in application support, with a focus on cloud services, HCM recruiting and/or SaaS platforms
  • 3+ years in a hands-on application production support role working on triage, troubleshooting, and coordination on HRIS / ATS systems
  • Understanding of end-to-end HCM recruiting processes (Workday)
  • 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
Preferred Qualifications
  • 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)
  • Salesforce Service Cloud Certification
  • Workday HCM Certification
What We Offer
  • Competitive salary + performance bonus
  • Unlimited paid leave
  • 100% employer-paid healthcare benefits (medical, dental vision)
  • Sick leave accrual
  • 100% paid parental leave - up to 16 weeks
  • $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 Technologies 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 Singapore and passing a complete background check.

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