V-Soft Consulting Group, Inc
V-Soft Consulting Group, Inc

Application Support Agent

Hybrid in Raleigh, NC, US • Posted 21 hours ago • Updated 1 minute ago
Contract W2
Hybrid
Depends on Experience
Fitment

Dice Job Match Score™

👾 Reticulating splines...

Job Details

Skills

  • MS Office

Summary

Application Support Agent (Hybrid)
Primary Location: Raleigh, North Carolina

V-Soft Consulting is currently hiring for an Application Support Agent for our premier client in Raleigh, North Carolina.

Education and Experience
  • Associate degree plus experience or bachelors degree required
  • Experience in customer service required; experience in application support, case processing, or related fields (preferred)
  • Experience with ServiceNow & Salesforce-based applications (preferred)
  • Experience supporting statewide systems or working with county & state child welfare agencies (preferred)
  • Experience and knowledge of browser-based applications: 3 years.
  • Experience working in a case processing (not hardware) help desk environment.: 3 years.
  • Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions.: 3 years.
  • Experience with ServiceNow & Salesforce-based applications: 2 years.
  • Working knowledge of social services; specifically, Child Welfare: 3 years.
  • Experience reviewing or interpreting system defects or enhancements in Jira (preferred).

Knowledge, Skills and Abilities
  • Knowledge of application support environments and case-processing workflows.
  • Strong analytical and problem-solving abilities.
  • Ability to interpret Salesforce system behavior and identify process-related issues.
  • Proficiency with ServiceNow or similar ticketing systems.
  • Ability to use SharePoint to locate and interpret documentation.
  • Strong written and verbal communication skills.
  • Ability to explain detailed steps clearly to users with varying technical backgrounds.
  • Ability to prioritize and manage multiple tickets in a fast-paced support environment.
  • Ability to work independently while collaborating effectively with Tier 1, Tier 3, and development teams.

WHAT YOULL DO:
Job Responsibilities:
  • Analyze user activity, case data, and system behavior to determine root causes of issues.
  • Provide Tier 2 support for social services staff encountering case-processing or workflow issues within the Salesforce-based client application.
  • Use ServiceNow to manage, document, and update all assigned support tickets.
  • Resolve complex issues escalated from Tier 1 and identify when escalation to Tier 3 is warranted.
  • Guide users in resolving errors through data corrections or by following established process guidance.
  • Use SharePoint to access and apply system documentation, job aids, and guidance materials.
  • Reference Jira to review system defects, enhancements, and items that may impact user workflows.
  • Communicate professionally with county social services staff, supervisors, and managers across the state.
  • Collaborate with Tier 3 teams and developers to identify recurring issues, system defects, or improvement opportunities.
  • Follow established support procedures and contribute to process improvements.

Interested?
Qualified candidates should send their resumes to

V-Soft Consulting Group is recognized among the top 100 fastest growing staffing companies in North America, V-Soft Consulting Group is headquartered in Louisville, KY with strategic locations in India, Canada and the U.S. V-Soft is known as an agile, innovative technology services company holding several awards and distinctions and has a wide variety of partnerships across diverse technology stacks.

As a valued V-Soft Consultant, youre eligible for full benefits (Medical, Dental, Vision), a 401(k) plan, competitive compensation and more. V-Soft is partnered with numerous Fortune 500 companies, exceptionally positioned to advance your career growth.

V-Soft Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

For more information or to view all our open jobs, please visit or call .

#LI-JW1
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: vsky001
  • Position Id: 108088
  • Posted 21 hours ago
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