Application Support Specialist - Senior

Job ID: RQ11184 - Application Support Specialist - Senior

Job Description:

MUST HAVES:

Salesforce & SaaS Platform Knowledge

o   Experience supporting Salesforce-based applications

o   Familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards)

Incident & Ticket Management

• Demonstrated ability to:
  

• Manage ticket queues and SLAs
  

• Prioritize incidents based on impact/urgency
  

• Escalate appropriately while ensuring closure quality
  

• Maintains clear, searchable knowledge base entries
  

Customer Support & Service Orientation

• Proven experience providing end-user support in a SaaS environment
  

• Strong customer-first mindset
  

• Ability to manage high-pressure situations and user expectations
  

Identity & Access Management

• Identity-directory administration (e.g., Microsoft Entra ID): security groups, B2B guest invitations, approver / Entitlement Management
  

• Hardware authentication token (FIDO2) lifecycle management