Application Support Specialist (Salesforce Certified)

Key Responsibilities: Ticket Management: Perform first triage on all logged tickets to identify and assess issues on existing and new applications. Resolve tickets quickly, understand root causes, and communicate resolutions to end users within SLA. Train users as necessary. System Monitoring: Monitor system health, manage fallout, maintain daily checklists, and report issues. Drive incidents according to established processes. Cross-Functional Collaboration: Work with various departments to resolve issues and ensure knowledge alignment within the team. Documentation: Write reports, document root causes, support guides, and other artifacts to retain knowledge. User Management: Manage user creation and attestation on all systems. Support ISP Integration: Assist ISPs with integration requirements and test data. Escalation Management: Facilitate escalations with speed and accuracy. Technical Product Support: Support technical product creation, migrations, and seamless month-end and debit order runs. SLA Optimization: Continuously challenge and minimize SLAs to ensure optimal customer experience and same-day activation. Stakeholder Communication: Effectively communicate issues, resolutions, and next steps to all stakeholders. Cost Reduction: Drive cost reduction efforts to a minimum. Performance Improvement: Facilitate and drive retro actions to improve team performance and metrics. Ownership: Eagerly own and support any application used in development. Qualifications: Suitable tertiary qualification Salesforce Certificate in Administration and Advanced Administration Experience: Previous experience as an Application Support Specialist or similar role Proficiency in SQL scripting and understanding APIs Willingness to work after hours and weekends Knowledge: Understanding of IT management and software development Telecommunication experience is advantageous Systems & Proficiency: MS Suite (Excel, Word, PowerPoint, Outlook): Advanced SQL: Advanced Salesforce: Advanced Atlassian Suite: Advanced Skills & Competencies: Customer service orientation Problem-solving Planning and organizing Quality orientation Action orientation and proactivity Verbal and written communication, initiating action, and facilitation Multitasking, ability to work under pressure Attention to detail, record keeping Interpersonal sensitivity and conflict resolution What Will You Be Measured On? Ticket and fallout volumes SLA of tickets Dispute and rejection ratios 360 reviews

Location: Johannesburg, ZA

Posted Date: 12/21/2024