Technical Support Specialist, People Experiences (Onsite - Atlanta, GA)

As a Technical Support Specialist at Applied Value Technologies, your responsibilities primarily include monitoring ticket queues, triaging incoming requests, and resolving incidents across various client platforms. You will create service tickets, conduct initial assessments of issues, and effectively communicate with clients to keep them informed. Additionally, you will assist in training new team members and refine documentation related to issue resolutions, all while ensuring that high-priority issues are handled promptly.

To qualify as a Technical Support Specialist at Applied Value Technologies, candidates should have a Bachelor’s degree in IT, Computer Science, or a related field, along with at least 2 years of experience in application support, particularly focusing on cloud services and HRIS systems. Proficiency in Service Cloud and understanding of IT terminology are also necessary requirements, along with excellent communication skills to convey complex information clearly to clients and stakeholders.

Essential skills for the Technical Support Specialist position at Applied Value Technologies include strong problem-solving capabilities, a good understanding of end-to-end HCM recruiting processes, and the ability to utilize support ticketing systems effectively. You should also have familiarity with systems like Workday and basic knowledge of Salesforce tools. Excellent verbal and written communication skills, coupled with collaborative teamwork ability, are critical to succeed in this fast-paced environment.

The salary for a Technical Support Specialist at Applied Value Technologies can go up to $55,000 base, along with a potential performance bonus of 10% depending on experience and geographic location. This competitive compensation reflects the value we place on our team members as they contribute to our mission-driven approach in transforming IT productivity.

As a Technical Support Specialist at Applied Value Technologies, you can look forward to a wide range of benefits. These include competitive salary packages, flexible time off policies, generous healthcare coverage, and paid parental leave. Additionally, the company offers annual learning and development allowances, health and wellness stipends, a 401k matching plan, and paid holidays, ensuring a supportive workplace culture.

When prioritizing support tickets, it's essential to evaluate the urgency, severity, and complexity of each request. I usually categorize tickets based on established guidelines and criteria so that high-priority issues are addressed promptly and effectively. In an interview, you could explain your process for assessing and managing priorities in a fast-paced environment.

I have experience using Service Cloud for various IT support tasks, such as creating and managing tickets and analyzing support data to identify trends and recurring issues. To effectively answer this question in an interview, you can provide specific examples of how you utilized the platform to enhance customer support and improve processes.

Effective communication involves actively listening to clients, acknowledging their concerns, and keeping them informed throughout the support process. It's crucial to convey responses clearly, using simple language and ensuring the client understands next steps. In an interview, give examples of how you've successfully managed client communications in past experiences.

Handling difficult customers requires patience and empathy. I always aim to remain calm, listen attentively, and reassure the customer that I’m here to help. I strive to understand their concerns fully and work towards a solution while keeping them updated. You can discuss specific instances in your career where you turned a challenging interaction into a positive outcome.

To effectively answer this question, think of a specific instance where you diagnosed and resolved a technical issue under time pressure. Outline the problem, the steps you took to resolve it, and the eventual outcome, emphasizing your problem-solving skills and ability to remain calm under pressure.

Training new team members is essential for team success. My approach involves pairing hands-on training with clear documentation. I ensure that new hires understand the support processes fully, using real-case scenarios to enhance their learning. Share anecdotes where your training approach helped improve a team’s performance.

Key metrics might include ticket resolution time, client satisfaction scores, and the rate of recurring issues. In your interview, discuss how you track these metrics and use them to continually improve your support practices, ensuring that you’re always striving for better results.

Staying updated involves reading industry blogs, participating in webinars, and engaging in professional networks. Discuss specific resources you find valuable and how they help you keep your skills and knowledge current, which is especially crucial in the fast-evolving IT landscape.

Teamwork is critical, especially in IT support, where collaboration often leads to more efficient case resolutions. Mention your experiences working closely with colleagues and other departments to tackle complex issues, highlighting the importance of sharing knowledge and resources.

I believe that clear and concise documentation is vital for effective support processes. My approach includes collecting relevant information during the resolution process and organizing it logically for future reference. In an interview, share examples of how your documentation has helped improve support efficiency for your teams.