Experienced Mid-Level Application Support Specialist for Chat Support - blithequark

Join blithequark: Empowering Professionals to Drive Innovation in IT and Advisory Services blithequark is revolutionizing the IT and Advisory services landscape by delivering cutting-edge digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a strong commitment to service and a future-forward vision, we empower government agencies to work more efficiently, grow smarter, and stay agile in the face of change. As a trusted partner, we navigate our customers through their modernization journey, making the path to possible a reality. About This Opportunity blithequark is seeking a talented Mid-Level Application Support Specialist to join our dynamic team supporting a federal agency. As a key member of our technical support team, you will play a pivotal role in ensuring the seamless operation of applications in the Contact Center, with a focus on Salesforce and Amazon Connect functionalities. If you're a motivated professional with a passion for delivering exceptional results and driving innovation, we invite you to explore this exciting opportunity. Key Responsibilities: Develop and enhance a comprehensive knowledge base for client-owned applications, ensuring that Tier 1 and Tier 2 support teams have access to critical information. 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 in structuring incident management processes to minimize downtime and ensure prompt resolution. Provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications, serving as an escalation point for complex issues. 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. Conduct individual research using available resources to provide recommended solutions for various challenges, demonstrating a proactive and resourceful approach. Adhere to established agency processes and procedures, ensuring compliance and consistency in all aspects of the role. Make scheduled callbacks to customers as per standard procedures, ensuring timely follow-up and resolution. Stay current with agency system information, changes, and updates as directed, maintaining a high level of situational awareness. The Ideal Candidate We're looking for a seasoned Mid-Level Application Support Specialist with a strong background in IT and Advisory services. If you have a passion for delivering exceptional customer service and driving innovation, we encourage you to apply. Essential Qualifications: 2+ years of relevant work experience with experience using Salesforce and/or Amazon Connect, demonstrating a strong understanding of these technologies. Demonstrated experience in developing knowledge articles, creating staff training, and developing quality documentation, showcasing your ability to communicate complex information effectively. Proficient technical skills with Salesforce, Amazon Connect, and web-based applications, with a strong ability to troubleshoot and resolve complex issues. Prior experience in a technical support environment – Tier 1 and Tier 2, with a proven track record of delivering exceptional customer service. Exceptional interpersonal and communication skills, with the ability to work effectively with diverse stakeholders. Superior organizational skills, with the ability to manage multiple projects/tasks and prioritize effectively. Bachelor's degree or certification; work experience may be a substitute. ACTIVE SECRET CLEARANCE REQUIRED. 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. Nice-to-Have Qualifications: Experience with ChatGPT, demonstrating a willingness to leverage emerging technologies to drive innovation. What We Offer At blithequark, 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 growth-minded and entrepreneurial spirit creates an environment where you can learn new skills, seize new challenges, and advance your career as we grow. As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We're dedicated to excellence in our craft, and our incredible team of dedicated, talented, and passionate people make blithequark an exceptional place to work. Why Join blithequark? By joining blithequark, you'll become part of a dynamic team that's shaping the future of IT and Advisory services. You'll have the opportunity to work on mission-critical projects, drive innovation, and deliver exceptional results. Our commitment to fostering a culture of inclusion and opportunity ensures that you'll have the support and resources you need to succeed. If you're a motivated professional looking for a challenging and rewarding opportunity, we encourage you to apply for this exciting role at blithequark. As an Equal Employment Opportunity provider, we follow the protection of federal, state, and local law, ensuring that qualified applicants 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 blithequark 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. If you're unable or limited in your ability to use or access the blithequark careers website as a result of your disability, please request a reasonable accommodation by sending an e-mail to [email protected] or call (703) 229-5888. Include the nature of your request, along with your name and contact information. Join blithequark today and be part of a team that's Powering Possible! Apply for this job