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

Location:

Remote

Clearance:

Active Secret

Job Type:

Full-time

About arenaflex:

arenaflex is a leading provider of innovative solutions to federal defense, intelligence, and civilian leaders. Since our founding in 1998, we have helped 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 Connect OmniChannel Contact Center and Amazon Lex Chatbot.
• Experience with Salesforce Customer Service Incident Management.
• Certification in technical support or customer service.

Work Environment and Company Culture:

arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. We believe that our employees are our greatest asset and strive to provide a work-life balance that allows our employees to thrive. Our company culture is built on the values of innovation, collaboration, and customer satisfaction.

Benefits:

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

Career Growth Opportunities:

arenaflex is committed to the growth and development of our employees. We offer a range of training and development opportunities, including:

• Professional training reimbursement
• Mentorship programs
• Career development workshops
• Leadership development programs

How to Apply:

If you are a motivated and experienced professional looking to take the next step in your career, please submit your application, including your resume and a cover letter, to [arenaflex careers page]. We look forward to hearing from you!

Equal Opportunity Employer:

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive and respectful of all employees, regardless of their background, culture, or identity. Apply for this job