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
Skills Required
- Experience supporting Salesforce-based applications
- Familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards)
- Manage ticket queues and SLAs
- Prioritize incidents based on impact/urgency
- Escalate appropriately while ensuring closure quality
- Maintain clear, searchable knowledge base entries
- Proven experience providing end-user support in a SaaS environment
- Strong customer-first mindset
- Ability to manage high-pressure situations and user expectations
- Identity-directory administration (e.g., Microsoft Entra ID): security groups, B2B guest invitations, approver/Entitlement Management
- Hardware authentication token (FIDO2) lifecycle management
What We Do
ITProFound Inc. is a global technology services and solutions provider specializing in software development, IT consulting, and staff augmentation. They deliver end-to-end business practice solutions, including ERP, cloud migrations, and data analytics, across various industries.
