Experienced Mid-Level Application Support Specialist (with Chat Support) – Federal Agency Technical Support Team
At arenaflex, we're on a mission to empower federal defense, intelligence, and civilian leaders to tackle their most pressing challenges and drive positive outcomes. As a leading partner in the federal sector, we're seeking an experienced Mid-Level Application Support Specialist to join our technical support team and play a pivotal role in supporting the launch of new applications, developing technical support documentation, and taking on various application support challenges.
About arenaflex
arenaflex is a trusted partner in the federal sector, with a proven track record of delivering forward-leaning solutions that keep our nation safe and secure. Since our founding in 1998, we've helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. Our team of experts is dedicated to delivering exceptional results, and we're committed to hiring and retaining a diverse workforce that reflects the values of our organization.
Job Summary
We're seeking an experienced Mid-Level Application Support Specialist to join our technical support team and support the launch of new applications, develop technical support documentation, and take on various application support challenges. As a key member of our team, you'll play a pivotal role in guiding Tier 1 and Tier 2 incident responses, serving as an escalation point for common issues, and utilizing chat and soft phone features to resolve customer inquiries, concerns, and requests about the agency's mission systems and applications.
Responsibilities
As a Mid-Level Application Support Specialist, you'll be responsible for:
- Enhancing or developing a comprehensive knowledge base for client-owned applications
- Designing and delivering engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities
- Analyzing common issues and assisting with ensuring incident management processes are effectively structured
- Providing expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications
- Serving as an escalation point for common application issues, identifying and escalating priority issues to appropriate teams
- Utilizing 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
- Conducting individual research using available resources to provide recommended solutions for various challenges
- Adhering 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'll 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
What We Offer
At arenaflex, we're committed to providing a comprehensive total rewards package that includes:
- 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
As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team. We're committed to creating a culture that values diversity, inclusion, and employee well-being. Our team is passionate about delivering exceptional results, and we're looking for someone who shares our values and is committed to making a difference.
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).
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 a cover letter explaining why you're the ideal candidate for this role.
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.
Apply Now
Don't miss this opportunity to join our team and make a difference in the federal sector. Apply now to become a part of arenaflex's dynamic and collaborative team. Apply for this job