Applications Support Specialist

About the Role

The Applications Support Specialist provides first-line technical and user support for the company's core business systems, primarily Salesforce (CRM) and the CS Connect platform. This role ensures a smooth user experience by troubleshooting system issues, maintaining data quality, and assisting with user training and reporting needs.

You will work closely with internal teams and external users to resolve issues promptly, communicate effectively, and contribute to improving our digital systems and processes.

Key Responsibilities

Application Support

• Serve as the first point of contact for all Level 1 application-related issues raised via helpdesk, email, or chat.

• Provide prompt and professional support for Salesforce CRM and CS Connect, resolving login, navigation, and functionality issues.

• Troubleshoot access and performance problems for internal and external users.

• Accurately record all support interactions and resolutions in the ticketing system.

• Identify recurring issues and suggest improvements to systems or support processes.

• Escalate complex issues to Tier 2 support with clear, well-documented notes.

• Maintain internal knowledge base articles, FAQs, and user guides to promote self-service.

Data Integrity & Reporting

• Monitor and maintain data accuracy and consistency across Salesforce and CS Connect.

• Conduct regular data audits, clean duplicate or incorrect entries, and support data governance practices.

• Collaborate with teams to build and maintain business reports and dashboards.

• Perform basic data analysis using Excel or Power BI, and generate monthly reconciliation and management reports.

User Training & Communication

• Conduct onboarding and refresher training sessions for new and existing users.

• Prepare clear communication materials on system updates, maintenance schedules, and new feature rollouts.

• Maintain strong relationships with users through responsive, helpful, and proactive communication.

• Represent user feedback and improvement suggestions to the Product Manager.

Safety & Compliance

• Follow company safety policies and procedures to maintain a safe work environment.

• Report hazards, accidents, or unsafe conditions promptly.

• Participate in safety training and use required protective equipment as applicable.

Qualifications & Experience

Education

• Diploma or Bachelors degree in Information Technology, Computer Science, Business Information Systems, or a related field.

Preferred Certifications

• Salesforce Administrator (ADM-201)

• ITIL Foundation Certification

• Certifications in application support, customer service, or helpdesk operations

Essential Experience

• Minimum 4 years experience in an application support, service desk, or IT helpdesk role.

• Strong background in supporting business applications or CRM systems (preferably Salesforce).

• Excellent troubleshooting, problem-solving, and communication skills.

• Detail-oriented with a customer-first mindset and ability to work independently in a remote setup.

Desirable Experience

• Exposure to supporting external customer portals or SaaS platforms.

• Experience using Power BI or similar reporting tools.

Personal Attributes

• Strong customer service orientation and excellent communication skills.

• Highly organised, proactive, and adaptable to changing priorities.

• Confident working independently while maintaining collaboration with a remote team.

• Keen interest in technology, process improvement, and enhancing user experience.

Our Values

People First Winning Spirit Innovation Accountability

Core Competencies

• Deliver Excellent Service

• Build Customer Relationships

• Manage Time and Priorities

• Problem Solving

• Drive for Results

• Adaptability

• Accountability