Experienced Business Applications Support Specialist

Description:

The Business Applications Support Representative is a pivotal member of the Business Support organization, serving as the main point of contact for our internal Client Facing teams — including Sales, Partners, Customer Success, and Finance. At the core of this role is a passion for helping people: you'll be the go-to person on the ground for our internal teams, resolving their day-to-day business systems and process challenges so they can focus on what they do best.

This isn't just a ticket-closing role — we're looking for someone who genuinely enjoys being a resource for the people around them, spots patterns others miss, and takes initiative to fix problems at the root. You bring energy, curiosity, and a people-first mindset to everything you do.

Key Responsibilities:

Ticket Resolution & Customer Service

• Own the end-to-end resolution of internal support tickets across a broad service catalog — covering Salesforce, CPQ, billing operations, activations, and more

• Respond to and resolve tickets promptly, consistently hitting SLA targets and maintaining high CSAT scores

• Handle escalations with confidence, knowing when to dig deeper yourself and when to loop in the right partner team (RevOps, Billing Dev, Finance, Tech)

• Be a visible, approachable presence in the office — someone internal teams feel comfortable walking up to, knowing they'll get real help fast

• Go beyond the ticket: take the time to understand the person behind the request, explain the "why," and make sure they leave the interaction better informed than when they came in

Process Improvement & Proactive Thinking

• Don't just solve tickets — ask why they're happening in the first place. Identify recurring issues, surface root causes, and drive meaningful fixes that reduce ticket volume over time

• Think creatively about how processes, automations, or documentation could make life easier for the teams you support — and then make it happen

• Contribute to monthly enhancement requests and support reviews, bringing concrete data and fresh ideas to the table

• Develop and maintain internal knowledge base articles and process documentation, keeping them accurate and easy to use

• Support ticket deflection initiatives through self-service tooling, enablement content, and proactive communication about known issues or changes

Collaboration & Cross-Functional Work

• Work closely with Revenue Operations, CPQ Tech, Billing Dev, Finance (AR, Billing, and Controllers), and R&D to resolve technical and procedural issues end-to-end

• Build strong working relationships across the business — the more people know and trust you, the more effective you'll be

• Stay current on system changes, policy updates, and process shifts so you're always a reliable source of truth for the teams around you

What We're Looking For:

• A natural people person — someone who thrives in an office environment, builds relationships easily, and genuinely enjoys being helpful

• A self-starter who doesn't wait to be told there's a problem; you notice it, own it, and fix it

• Someone who balances high-volume ticket work with the drive to zoom out and ask "how do we stop this from happening again?"

• A clear, confident communicator who can engage with anyone — from an AE with an urgent Salesforce issue to a Finance stakeholder reviewing a billing discrepancy

Qualifications:

• 3+ years of experience in technical support, revenue operations, or a related business systems role

• Strong understanding of SaaS sales cycles and internal go-to-market operations

• Hands-on experience with Salesforce and familiarity with CPQ or billing systems

• Proven track record of process improvement and root cause analysis

Skills:

• Strong problem-solving and analytical abilities, with a data-driven mindset

• Proficiency in CRM systems (Salesforce), ticketing platforms, and business operations tooling

• Excellent interpersonal and communication skills — warm, clear, and effective whether in person, on Slack, or in writing

• Able to manage high ticket volumes without losing the human touch

• Detail-oriented with a genuine commitment to quality, SLA adherence, and customer satisfaction

Preferred Qualifications: