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.Application Support Specialist - SalesforceHBX Group is the world's leading technology partner, connecting and empowering the world of travel. We're game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team Our people, Team HBX Group, are the beating heart of the company who we encourage to 'move fast, dream big and make the difference' every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our 'global approach, local touch' mentality. We're headquartered in Palma, Mallorca and employ around 3,500 people worldwide.JOB DESCRIPTION:Job SummaryOur application support specialist with expertise in Salesforce is in charge of analyzing and/or resolving business incidents by finding the fastest and most efficient way, assessing the criticality to support the prioritization process, facilitating the development's team delivery.Job ResponsibilitiesTicket and incident management. Diagnosis / analysis and resolution (complex technical incidents).Ticket identification / prioritization. Identify business impact / priority analysis.Incidents replication / logs search, etc.Documentation generation related to incidents (knowledge base).Testing and certification of incidents resolved by development team.Provide timely and effective technical support, solving issues with urgency and precision.Monitor/interpret metrics, step back and proactively take actions upon.Manage priorities to perform highest impact actions first.Interacts with solution development and ownership teams to investigate problems.Develop and refine technical documentation and support materials to aid in user education and problem resolution.Research, diagnose, troubleshoot, and identify solutions to resolve process issues, ensuring seamless operations and support.Strong organizational skills to manage multiple projects and initiatives simultaneously.Ability to multi-task and work under pressure.Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other Departments.Collaborate with product teams and development teams to analyze and resolve issues, taking ownership of problem cases to improve the customer's experience.Take ownership of issues and problems, ensuring timely follow-up and resolution.Lead team initiatives and special projects, resolving incidents and maintaining strong stakeholder relationships.Required Experience and SkillsKnowledge and experience in APIs/Web Portals incidents replication
