Job description

Applied Value Technologies is seeking an Application Manager to assist in the delivery of our mission- and business-critical application services with internal customers. The Application Manager is responsible for implementing, providing world class customer service and identifying and solving the core problems confronting our business applications built on vendor software and internal platforms. The role of Application Manager progresses from supporting a single application and tracking its metrics to driving operational strategy, and leading a cross functional team to identify major new initiatives that have significant impact to business applications.

Our clients are Fortune 100 technology companies, providing platforms that help connect people around the world. They share a core value of scaling business by putting people first, and the Enterprise Products team is uniquely positioned to propel this work to the next level as the customer’s needs act as the guiding compass, not the technology’s limitations!

About you:

We are looking for someone to:

• Be responsible for supporting and configuration of a single application / module
• Collaborate with various squad team members, understand business requirements (BRD), business risks, deliver clear PRD documentation
• Drive business-user / customer-centric communications to effectively communicate with related teams and influence decisions with customers and senior leadership
• Work with vendor support for escalations
• Demonstrate leadership analyzing and reporting out root cause analysis, proactively escalate trending issues
• Track key application metrics, drive insights to measure results against goals
• Provide inputs to the roadmap, suggest features for applications, work with vendors and engineering to implement
• Analyze application issues, addressing configuration, implementation, and function or process failures
• Prioritize independently using predefined criteria, deliver a set of tasks or a small / medium project
• Partner with data team to determine how topic trends can be used for wider organizational insights
• Effectively use internal project management tools such as Tasks and Asana
• Proactively reach out for help when blocked on assigned tasks
• Write complex queries and perform data analysis using appropriate application tools
• Deeply understand functional area data models

Some stuff you need:

• Bachelor’s degree or equivalent professional experience required
• 1-3 years of relevant professional experience
• Working knowledge of customer service & Customer Support processes
• Hands-on experience integrating customer support platforms to other partner / vendor solutions using APIs.
• In-depth knowledge of Zendesk APIs.
• Experience in exchanging data with applications using XML , XLS / CSV / TXT, Flat files and delimited files.
• Experience in developing scalable Zendesk apps on the Zendesk platform leveraging REST APIs
• Web development experience usinffg Java / PHP / C++ / C-Sharp / ASP, HTML, CSS, JavaScript etc.)
• Experience with full technical integration of the Zendesk platform into the customer's support environment to include changes, widget implementation, API integration, workflow configuration, and reporting configurations
• Professional fluency in English, both written and verbal required

Other stuff you should have:

• RDBMS & SQL knowledge is highly desirable
• Zendesk certification on admin and support modules is highly desirable
• Proven relationship skills that carry across the technical spectrum and multiple geographical locations

**Will need to work PST hours and MUST be located in the United States. Strong preference for candidates in the Bay area, but not at all required**

A little bit about us:

Applied Value Technologies is an early-stage, mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next-generation application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale.

We’ve got you covered:

• Competitive salary + performance bonus
• Unlimited paid leave
• Employer-paid healthcare for employees (medical, dental, vision)
• 401(k) plan with match up to 4%
• 100% paid parental leave up to 16 weeks
• Up to $125 monthly Learning and Development allowance
• Up to $100 monthly Health and Wellness stipend
• Employee referral program
• 12 paid holidays annually

Job Type: Full-time

Pay: $70,000.00 - $150,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: Remote

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