Applied Value Group ยท 21 hours ago
Application Support Analyst - Salesforce Service Cloud
United States
Full-time
Remote
Mid Level
$90K/yr - $90K/yr
3+ years exp
Maximize your interview chancesManagement Consulting
No H1B
Insider Connection @Applied Value Group
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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.
Qualification
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Required
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 simultaneously.
Experience with case management, automation, and service analytics in Salesforce.
Intermediate SQL skillset.
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.
Preferred
Familiarity with Oracle Fusion or Supply Chain Processes.
Experience in other 3rd party CRM tools.
Experience with reporting and metrics.
Strong expertise with rules-based automation, process documentation, and ITSM best practices (ITIL).
Salesforce Service Cloud Certification.
Benefits
Flexible time off
Sick leave
Up 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 program
401k match up to 4%
12 paid holidays annually
Company
Applied Value Group
The Applied Value Group combines Management Consulting, Private and Public Investments, and Social Responsibility.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Ryan Huff
Chief Executive Officer, Consulting
Rob Fiore, MBA
Chief Financial Officer
Company data provided by crunchbase
