Experienced Mid-Level Application Support Specialist (with Chat Support) – Federal Agency Technical Support Team
Are you a highly skilled and motivated individual with a passion for delivering exceptional customer service and technical support? Do you have a strong background in Salesforce, Amazon Connect, and web-based applications? If so, we invite you to join our dynamic team at blithequark as an Experienced Mid-Level Application Support Specialist (with Chat Support).
About blithequark
blithequark is a leading provider of innovative solutions to federal defense, intelligence, and civilian leaders. Since our founding in 1998, we have been dedicated to helping our 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
We are 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). 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.
Responsibilities
As a Mid-Level Application Support Specialist, you will 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 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).
Work Environment and Culture
As a remote employee, you will have the flexibility to work from the comfort of your own home. Our team is dedicated to creating a collaborative and inclusive work environment that values diversity, equity, and inclusion. We offer a comprehensive total rewards package, including paid parental leave and immediate vesting in our 401(k).
Benefits
Our benefits package 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
Why Join blithequark?
At blithequark, we are committed to hiring and retaining a diverse workforce. We are proud to be 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.
How to Apply
If you are a motivated and experienced individual with a passion for delivering exceptional customer service and technical support, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience.
Equal Opportunity Employer
blithequark 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.
Contact Us
If you have any questions or would like to learn more about this opportunity, please contact us at [insert contact information].
Apply Now
To apply for this exciting opportunity, please click on the link below: Apply Job! Apply for this job