Experienced Mid-Level Application Support Specialist – Chat Support and Technical Expertise for Federal Agency Applications
Welcome to arenaflex arenaflex is a leading provider of digital transformation solutions, dedicated to delivering exceptional services to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. Our team of talented professionals is passionate about making a difference, and we're looking for like-minded individuals to join our ranks. About the Role We're seeking a highly skilled Mid-Level Application Support Specialist to join our technical support team for a federal agency. 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, 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. Key Responsibilities 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 Make scheduled callbacks to customers as per standard procedures Stay current with agency system information, changes, and updates as directed Essential Qualifications To be successful in this role, you should have: 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 Active Secret Clearance US Citizenship and the ability to obtain and maintain the clearance level stated above Preferred Qualifications While not required, the following qualifications are highly desirable: Experience with ChatGPT Bachelor's degree or certification; work experience may be a substitute 3+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial application support, COTS, and/or proprietary applications software via multiple channels including email, chat, and phone Why Join arenaflex? At arenaflex, we're committed to fostering a culture of inclusion and opportunity for all. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness, so you can be your best self - at work and in life. Our team is growth-minded, entrepreneurial in spirit, and dedicated to delivering exceptional results. As a member of our team, you'll have opportunities to learn new skills, seize new challenges, and advance your career as we grow. Career Growth Opportunities At arenaflex, we're passionate about helping our team members grow and develop in their careers. We offer a range of training and development programs, including: Technical training and certification programs Leadership development programs Mentorship opportunities Cross-functional training and development Work Environment and Company Culture Our work environment is dynamic, fast-paced, and collaborative. We're a team of talented professionals who are passionate about making a difference, and we're looking for like-minded individuals to join our ranks. Our company culture is built on the following values: Integrity Excellence Innovation Teamwork Customer satisfaction Compensation, Perks, and Benefits We offer a competitive compensation package, including: Salary Benefits package Paid time off Holidays Retirement savings plan Conclusion If you're a motivated and talented professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Mid-Level Application Support Specialist at arenaflex, you'll have the chance to work on mission-critical projects, develop your skills and expertise, and advance your career in a dynamic and supportive environment. Don't miss out on this opportunity to join our team and make a difference in the federal sector. Apply today! Apply for this job