Experienced Mid-Level Application Support Specialist – Web & Cloud Application Development with Chat Support

Are you a highly motivated and experienced technical support professional looking to take your career to the next level? Do you have a passion for delivering exceptional customer service and a knack for resolving complex technical issues? If so, we invite you to join our dynamic team at blithequark as a Mid-Level Application Support Specialist with a focus on chat support.

About blithequark

At blithequark, we are a leading provider of innovative solutions to federal agencies, empowering them to tackle their most pressing challenges and achieve positive outcomes. With a rich history dating back to 1998, we have established ourselves as a trusted partner in the federal defense, intelligence, and civilian sectors. Our team of experts is dedicated to delivering forward-leaning solutions that leverage existing and emerging technologies to drive growth, innovation, and sustainable success.

Job Summary

We are seeking an experienced Mid-Level Application Support Specialist to join our technical support team, providing 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 key member of our team, you will play a pivotal role in supporting applications in the Contact Center, creating content, and aligning with government-approved processes for approvals. Your input will be invaluable in 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, ensuring that all relevant information is up-to-date and easily accessible.
• Design and deliver engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities, promoting a culture of continuous learning and improvement.
• Analyze common issues and assist with ensuring incident management processes are effectively structured, identifying areas for improvement and implementing changes as needed.
• Provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications, ensuring that all issues are resolved promptly and efficiently.
• Serve as an escalation point for common application issues, identifying and escalating priority issues to appropriate teams, and collaborating with stakeholders to resolve complex problems.
• Utilize chat and soft phone features to resolve customer inquiries, concerns, and requests about the agency's mission systems and applications, maintaining an exceptional level of customer service and ensuring that all interactions are professional and courteous.
• Conduct individual research using available resources to provide recommended solutions for various challenges, staying up-to-date with the latest technologies and best practices.
• Adhere to established agency processes and procedures, ensuring that all work is conducted in accordance with regulatory requirements and organizational standards.
• Make scheduled callbacks to customers as per standard procedures, ensuring that all follow-up interactions are timely and effective.
• Stay current with agency system information, changes, and updates as directed, maintaining a high level of technical expertise and knowledge.

Requirements

To be successful in this role, you will need to possess the following qualifications and skills:

• 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, with a focus on clear and concise communication.
• Demonstrated skills in delivering exceptional customer service, with a strong emphasis on empathy, active listening, and problem-solving.
• Proficient technical skills with Salesforce, Amazon Connect, and web-based applications, including experience with MS PowerPoint, Word, and Excel.
• Prior experience in a technical support environment, with a focus on Tier 1 and Tier 2 support.
• Exceptional interpersonal and communication skills, with the ability to work effectively with diverse stakeholders and teams.
• Superior organizational skills, with the ability to manage multiple projects and tasks simultaneously, prioritizing tasks and meeting deadlines.

What We Offer

At blithequark, we are 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

We are also proud to offer a dynamic and inclusive work environment, with a focus on diversity, equity, and inclusion. Our team is committed to creating a culture of respect, empathy, and understanding, where everyone feels valued and supported.

How to Apply

If you are a motivated and experienced technical support professional looking for a new challenge, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience, and we will be in touch to discuss your application. Apply Now!

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. Apply for this job