Technical Support Specialist (Atlanta, GA - Onsite)

As a Technical Support Specialist at Applied Value Technologies, your main responsibilities will include monitoring ticket queues and triaging support requests, ensuring timely responses to clients, and effectively communicating with both IT and business stakeholders. You will evaluate incoming issues to prioritize them accordingly and gather relevant data for resolutions. Collaborating closely with other departments, you'll work to resolve product and integration issues, all while contributing to a culture of exceptional customer service, a critical aspect of our mission.

To qualify for the Technical Support Specialist position at Applied Value Technologies, you should ideally hold a Bachelor's degree in IT, Computer Science, or a related field along with at least 2 years of experience in application support, especially focused on cloud services or SaaS platforms. Familiarity with HRIS/ATS systems, basic knowledge of HCM recruiting processes, and proficiency in using Service Cloud and support ticketing systems will enhance your candidacy. Strong communication skills and the ability to manage user roles and permissions are essential.

In the Technical Support Specialist role at Applied Value Technologies, you'll be eligible for a performance bonus of up to 10% based on your contributions and the geographic location of your position. This performance-based compensation is designed to reward your dedication and accomplishments, motivating you to achieve and exceed your targets while providing top-notch support to our clients.

The work environment for a Technical Support Specialist at Applied Value Technologies is professional, dynamic, and highly collaborative. You’ll be working onsite at our Atlanta location, where you'll interact closely with a variety of teams to resolve issues and enhance user experiences. Emphasizing a low-ego, team-oriented culture, we encourage all employees to foster positivity and adaptability. Our setting is fast-paced, making it essential for you to thrive under pressure while maintaining high-quality service standards.

As a Technical Support Specialist at Applied Value Technologies, you can expect a comprehensive benefits package that includes competitive salaries, flexible time off, and employer-paid healthcare benefits. In addition, we offer up to 16 weeks of fully paid parental leave after one year of service, generous learning and wellness allowances, employee referral programs, and a 401k matching plan. Our commitment to employee wellbeing ensures that you have the resources and support necessary to flourish both personally and professionally.

In your answer, emphasize any specific ticketing systems you've used in previous roles, such as Service Cloud or CRM systems. Describe how you handled tickets from triage to resolution, focusing on metrics like response time or customer satisfaction to illustrate your efficiency and effectiveness in the role.

When faced with a difficult customer issue, I believe in maintaining calm and empathy. I start by actively listening to the customer’s concerns without interruptions, expressing understanding of their frustration. Following that, I gather as many details as possible to find a solution quickly while keeping the customer informed throughout the process.

I utilize a systematic approach for prioritizing tasks, first identifying the urgency and impact of each request. I often use established protocols to categorize issues and respond swiftly to high-priority incidents to minimize user impact, ensuring I communicate effectively with stakeholders regarding timelines and solutions.

I begin troubleshooting by replicating the issue and collecting relevant data. I then consult documentation or seek the input of team members, if necessary. Follow-up is crucial, so I ensure the user is continually informed about progress, documenting the resolution process clearly for future reference.

In a previous position, I collaborated with a cross-functional team to resolve a critical production issue. My role involved facilitating communication between departments, gathering feedback, and ensuring everyone stayed aligned. This proactive approach not only led to a successful resolution but also improved team dynamics and future collaboration.

I have a solid understanding of HCM recruiting processes that include managing application workflows and candidate tracking. I’m knowledgeable about various SaaS platforms, particularly Workday, which helps in streamlining recruitment tasks, such as optimizing user experience and ensuring compliance.

When working under SLAs, I focused on meeting strict response and resolution timelines. I consistently monitored our performance against SLA targets, provided regular reports, and took proactive measures to address any potential delays, which helped maintain a high level of service satisfaction.

Managing my time effectively while on-call involves setting up clear boundaries and a well-structured schedule. I prioritize issues based on urgency and severity, ensuring that I am able to provide rapid responses while preserving work-life balance by scheduling recovery time where needed.

In my previous roles, I've utilized various analytical tools like Service Cloud analytics to identify trends and recurring issues. I can use data effectively for root cause analysis and to propose actionable improvements, which ultimately enhances the triage process and client satisfaction.

I am highly motivated by Applied Value Technologies’ mission of enhancing IT productivity and putting users first. I believe that my background in technical support, combined with my passion for providing exceptional customer service, aligns perfectly with the values of your organization, and I am excited about contributing to your innovative journey.