Mid-Level Application Support Specialist – Web & Cloud Application Development with Chat Support at arenaflex
Join arenaflex, a leading provider of innovative solutions for federal agencies, as we embark on a new chapter in our mission to empower growth, drive innovation, and build sustainable success.
About arenaflex
arenaflex is a forward-thinking organization that has been a trusted partner for federal defense, intelligence, and civilian leaders since 1998. Our team of experts leverages existing and emerging technologies to transform enterprises, empower growth, drive innovation, and build sustainable success. With a focus on keeping our nation safe and secure, we deliver tailored solutions to tackle the most important challenges and deliver positive outcomes.
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). As a collaborative team player, you will take the next step in your 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.
Requirements
* 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 Company Culture
arenaflex is a remote-friendly organization that values flexibility and work-life balance. Our team is committed to creating a positive and inclusive work environment that fosters growth, innovation, and collaboration. We offer a comprehensive total rewards package, including paid parental leave, immediate vesting in our 401(k), and a range of benefits and perks.
Benefits and Perks
* 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 arenaflex?
* Be part of a curated group of professionals who are passionate about making a difference in the lives of federal agencies.
- Work on cutting-edge projects that leverage emerging technologies to transform enterprises.
- Enjoy a comprehensive total rewards package that includes paid parental leave, immediate vesting in our 401(k), and a range of benefits and perks.
- Collaborate with a diverse and inclusive team that values growth, innovation, and collaboration.
- Take advantage of professional training reimbursement and career growth opportunities.
How to Apply
If you are a motivated and experienced Mid-Level Application Support Specialist looking for a new challenge, apply now to join our team at arenaflex. Please submit your application through our website, and we will review your qualifications and experience. Apply Job! Apply for this job