**Experienced Mid-Level Application Support Specialist (Chat Support) – Digital Transformation Solutions**
Are you a talented and outcome-driven professional seeking a challenging role in a dynamic team-oriented environment? Do you have a passion for delivering exceptional results and a knack for innovation? Look no further! arenaflex, the premier middle-market IT and Advisory services provider, is seeking an experienced Mid-Level Application Support Specialist to join our team.
**About arenaflex**
arenaflex is the trusted navigator in the path to possible, bridging capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. With a future-forward vision and a mission rooted in service, we deliver digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. Our team of dedicated, talented, and passionate people makes arenaflex exceptional, and we're committed to fostering a culture of inclusion and opportunity for all.
**About This Role**
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.
**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
* Making scheduled callbacks to customers as per standard procedures
* Staying current with agency system information, changes, and updates as directed
**The "Need-to-Have" Skills & Qualifications**
* 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
**Professional Certifications**
N/A
**Education**
* Bachelor's degree or certification; work experience may be a substitute
**Clearance**
* ACTIVE SECRET CLEARANCE REQUIRED
**Years of Professional Experience**
* 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
**The "Nice-to-Have" Skills & Qualifications**
* Experience with ChatGPT
**Why arenaflex?**
What defines the arenaflex brand is more than just our dedication to excellence in our craft; it's our incredible team of dedicated, talented, and passionate people that make arenaflex so exceptional. As people powering possible, we are all partners in our team's shared success. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self – at work and in life. At arenaflex, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.
**Equal Employment Opportunity (EEO)**
arenaflex is a Federal Contractor and EEO, OFCCP, VEVRAA, and Affirmative Action Employer. We follow the protection of federal, state, and local law: Qualified applicants will receive consideration for employment without regard to race, color, creed, religion, age, national origin, marital status, disability, veteran status, sexual orientation, gender identity or expression, marital status, or genetic information. U.S. Citizenship is required for this specific opportunity as arenaflex is unable to sponsor at this time. All selected applicants will be subject to a Minimal Background Investigation (MBI) and a government security investigation (when applicable) depending on the specific program and position listed.
**How to Apply**
If you're a talented and outcome-driven professional seeking a challenging role in a dynamic team-oriented environment, we encourage you to apply! Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
**About arenaflex**
arenaflex is the trusted navigator in the path to possible, bridging capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. With a future-forward vision and a mission rooted in service, we deliver digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. Our team of dedicated, talented, and passionate people makes arenaflex exceptional, and we're committed to fostering a culture of inclusion and opportunity for all.
**About This Role**
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.
**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
* Making scheduled callbacks to customers as per standard procedures
* Staying current with agency system information, changes, and updates as directed
**The "Need-to-Have" Skills & Qualifications**
* 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
**Professional Certifications**
N/A
**Education**
* Bachelor's degree or certification; work experience may be a substitute
**Clearance**
* ACTIVE SECRET CLEARANCE REQUIRED
**Years of Professional Experience**
* 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
**The "Nice-to-Have" Skills & Qualifications**
* Experience with ChatGPT
**Why arenaflex?**
What defines the arenaflex brand is more than just our dedication to excellence in our craft; it's our incredible team of dedicated, talented, and passionate people that make arenaflex so exceptional. As people powering possible, we are all partners in our team's shared success. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self – at work and in life. At arenaflex, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.
**Equal Employment Opportunity (EEO)**
arenaflex is a Federal Contractor and EEO, OFCCP, VEVRAA, and Affirmative Action Employer. We follow the protection of federal, state, and local law: Qualified applicants will receive consideration for employment without regard to race, color, creed, religion, age, national origin, marital status, disability, veteran status, sexual orientation, gender identity or expression, marital status, or genetic information. U.S. Citizenship is required for this specific opportunity as arenaflex is unable to sponsor at this time. All selected applicants will be subject to a Minimal Background Investigation (MBI) and a government security investigation (when applicable) depending on the specific program and position listed.
**How to Apply**
If you're a talented and outcome-driven professional seeking a challenging role in a dynamic team-oriented environment, we encourage you to apply! Please submit your application through our website, and we'll be in touch to discuss your qualifications further.