**Experienced Mid-Level Application Support Specialist (with Chat Support) – Web & Cloud Application Development for arenaflex**

At arenaflex, we're on a mission to empower federal defense, intelligence, and civilian leaders to tackle their most pressing challenges and drive positive outcomes. As a leading partner in the federal sector, we're seeking an experienced Mid-Level Application Support Specialist to join our technical support team and play a pivotal role in the launch of new applications, development of technical support documentation, and tackling various application support challenges. **Job Summary:** We're looking for a highly skilled and collaborative team player to support the development and support of an initiative using Contact Center Tools (Amazon Connect OmniChannel Contact Center, Amazon Lex Chatbot, and Salesforce Customer Service Incident Management). As a Mid-Level Application Support Specialist, you'll be responsible for creating comprehensive knowledge bases, designing engaging training programs, analyzing common issues, and providing expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications. **Responsibilities:** As a key member of our technical support team, you'll be responsible for: * Enhancing or developing a comprehensive knowledge base for client-owned applications, ensuring that our team has the necessary resources to provide exceptional support. * Designing and delivering engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities, empowering our team to provide top-notch support. * Analyzing common issues and assisting with ensuring incident management processes are effectively structured, identifying areas for improvement and implementing solutions. * Providing expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications, serving as an escalation point for common application issues. * Utilizing 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. * Conducting individual research using available resources to provide recommended solutions for various challenges, staying up-to-date with the latest technologies and best practices. * Adhering to established agency processes and procedures, ensuring that our team is compliant with all regulations and guidelines. * Making scheduled callbacks to customers as per standard procedures, providing timely and effective support. * Staying current with agency system information, changes, and updates as directed, ensuring that our team is always informed and up-to-date. **Qualifications:** To be successful in this role, you'll need: * 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, with a focus on building strong relationships with customers and stakeholders. * Proficient technical skills with Salesforce, Amazon Connect, and web-based applications, as well as proficiency in MS PowerPoint, Word, and Excel. * Prior experience in a technical support environment - Tier 1 and Tier 2, with a strong understanding of incident management processes. * Exceptional interpersonal and communication skills, with the ability to work effectively with diverse teams and stakeholders. * Superior organizational skills, with the ability to manage multiple projects/tasks and prioritize tasks effectively. **Company Overview:** arenaflex is a leading partner in the federal sector, working closely with federal defense, intelligence, and civilian leaders to tackle their most pressing challenges and drive positive outcomes. Since our founding in 1998, we've helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. Our forward-leaning solutions are tailored to each mission, with a focus on keeping our nation safe and secure. **Work Environment and Culture:** As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team. We're committed to creating a diverse and inclusive work environment, where everyone feels valued and empowered to contribute. Our company culture is built on a foundation of trust, respect, and open communication, with a focus on delivering exceptional results and making a positive impact. **Compensation and Benefits:** We offer a comprehensive total rewards package, including: * 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 **Equal Opportunity Employer:** arenaflex is committed to hiring and retaining a diverse workforce, and we're proud to be an Equal Opportunity Employer. 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. **How to Apply:** If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply for this job