Experienced Mid-Level Application Support Specialist (with Chat Support) – Federal Agency Technical Support Team
At arenaflex, we're dedicated to empowering our clients with innovative solutions that drive growth, innovation, and success. As a leading partner for federal defense, intelligence, and civilian leaders, we're seeking an experienced Mid-Level Application Support Specialist to join our technical support team. This role offers an exciting opportunity to take the next step in your career, supporting the launch of new applications, developing technical support documentation, and tackling various application support challenges.
About arenaflex
arenaflex is a forward-thinking company that has been helping clients leverage existing and emerging technologies to transform their enterprises since 1998. With a focus on keeping our nation safe and secure, we deliver tailored solutions to tackle our clients' most important challenges. Our team of experts is passionate about empowering growth, driving innovation, and building sustainable success. Headquartered in Tysons Corner, VA, we serve clients throughout the country and are committed to hiring and retaining a diverse workforce.
Job Summary
As a Mid-Level Application Support Specialist, you will play a pivotal role in supporting applications in the Contact Center, creating content and aligning with government-approved processes for approvals, preparing for new applications, with a concentrated focus on Salesforce and Amazon Connect functionalities. Your input will be invaluable to the technical support team, guiding Tier 1 and Tier 2 incident responses, and serving as an escalation point for common issues.
Responsibilities
As a Mid-Level Application Support Specialist, your responsibilities will include:
- Enhance or develop a comprehensive knowledge base for client-owned applications.
- Design and deliver engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities.
- Analyze common issues and assist with ensuring incident management processes are effectively structured.
- Provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications.
- Serve as an escalation point for common application issues, identifying and escalating priority issues to appropriate teams.
- Utilize chat and soft phone features to resolve customer inquiries, concerns, and requests about the agency's mission systems and applications while maintaining an exceptional level of customer service.
- Conduct individual research using available resources to provide recommended solutions for various challenges.
- Adhere to established agency processes and procedures.
- Making scheduled callbacks to customers as per standard procedures.
- Staying current with agency system information, changes, and updates as directed.
Qualifications
To be successful in this role, you will need:
- 2+ years of relevant work experience with experience using Salesforce and/or Amazon Connect.
- Demonstrated experience in developing knowledge articles, creating staff training, and developing quality documentation.
- Demonstrated skills in delivering exceptional customer service.
- Proficient technical skills with Salesforce, Amazon Connect, and web-based applications.
- Proficient skills with MS PowerPoint, Word, and Excel.
- Prior experience in a technical support environment - Tier 1 and Tier 2.
- Exceptional interpersonal and communication skills.
- Superior organizational skills, with the ability to manage multiple projects/tasks.
Clearance Requirements
Due to the sensitivity of this position within a federal agency, all applicants must be U.S. citizens and hold an active Department of Defense SECRET clearance (interim adjudications will not be accepted).
Benefits and Perks
arenaflex offers a comprehensive total rewards package, including:
- Medical, Dental & Vision Insurance
- Flexible Spending Accounts
- Short-Term and Long-Term Disability Insurance
- Life Insurance
- Paid Time Off & Holidays
- Earned Bonuses & Awards
- Professional Training Reimbursement
- Paid Parking
- Employee Assistance Program
Work Environment and Culture
arenaflex is a remote-friendly company that values flexibility and work-life balance. Our team is passionate about delivering exceptional customer service and supporting our clients' mission systems and applications. We're committed to hiring and retaining a diverse workforce and are proud to be an Equal Opportunity Employer.
How to Apply
If you're a motivated and experienced professional looking to take the next step in your career, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
Equal Opportunity Employer
arenaflex is an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class. Apply for this job