Experienced Mid-Level Application Support Specialist (with Chat Support) – Federal Agency

Location:

Remote (United States, Austria, Virginia (USA))

Clearance:

Active Secret

Job Type:

Full Remote

About arenaflex:

arenaflex is a leading provider of innovative solutions to federal defense, intelligence, and civilian leaders. With a rich history dating back to 1998, we have established ourselves as a trusted partner in helping clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. Our forward-leaning solutions are tailored to each mission, with a focus on keeping our nation safe and secure.

Job Summary:

arenaflex is seeking an experienced Mid-Level Application Support Specialist to join our technical support team for a federal agency. This role entails comprehensive development and support for an initiative using Contact Center Tools (Amazon Connect OmniChannel Contact Center, Amazon Lex Chatbot, and Salesforce Customer Service Incident Management). The ideal candidate will be a collaborative team player that wants to take the next step in their career to support the launch of new applications, assist with the development of technical support documentation, and take on various application support challenges.

Responsibilities:

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. 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:

Required:

* 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.

Preferred:

* Experience working in a federal agency or government environment.

• Familiarity with Amazon Lex Chatbot and Salesforce Customer Service Incident Management.
• Experience with contact center tools and technologies.
• Certification in Salesforce, Amazon Connect, or related technologies.
• Experience with knowledge management systems and documentation.

Skills and Competencies:

* Excellent communication and interpersonal skills.

• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Strong technical skills with Salesforce, Amazon Connect, and web-based applications.
• Proficient skills with MS PowerPoint, Word, and Excel.
• Experience with knowledge management systems and documentation.
• Ability to adapt to changing priorities and deadlines.

Career Growth Opportunities and Learning Benefits:

arenaflex is committed to providing opportunities for growth and development. As a Mid-Level Application Support Specialist, you will have the opportunity to:

• Develop your technical skills and knowledge in Salesforce, Amazon Connect, and web-based applications.
• Take on new challenges and responsibilities, including leading projects and teams.
• Collaborate with cross-functional teams to deliver innovative solutions.
• Participate in training and development programs to enhance your skills and knowledge.
• Contribute to the development of technical support documentation and knowledge management systems.

Work Environment and Company Culture:

arenaflex is a remote-friendly company that values flexibility and work-life balance. As a Mid-Level Application Support Specialist, you will have the opportunity to work from home and enjoy a flexible schedule. Our company culture is collaborative and supportive, with a focus on teamwork and open communication.

Compensation, Perks, and Benefits:

arenaflex offers a comprehensive total rewards package, including:

• Competitive salary and bonus structure.
• Comprehensive medical, dental, and vision insurance.
• Flexible spending accounts and short-term and long-term disability insurance.
• Life insurance and paid time off and holidays.
• Earned bonuses and awards, including professional training reimbursement.
• Paid parking and employee assistance program.

Equal Opportunity Employer:

arenaflex is an equal opportunity employer, committed to hiring and retaining a diverse workforce. We make 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.

How to Apply:

If you are 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! Apply for this job