Mid-Level Application Support Specialist (with Chat Support) – Join blithequark's Dynamic Technical Support Team

Are you a highly motivated and experienced technical support professional looking to take the next step in your career? Do you have a passion for delivering exceptional customer service and a knack for resolving complex technical issues? If so, we invite you to join blithequark's dynamic technical support team as a Mid-Level Application Support Specialist (with Chat Support).

About blithequark

blithequark is a leading provider of innovative solutions to federal agencies, empowering them to tackle their most pressing challenges and achieve positive outcomes. With a rich history dating back to 1998, we have established ourselves as a trusted partner to federal defense, intelligence, and civilian leaders. Our team of experts leverages cutting-edge technologies to transform enterprises, drive growth, and build sustainable success.

Job Summary

As a Mid-Level Application Support Specialist (with Chat Support) at blithequark, you will play a pivotal role in supporting applications in the Contact Center, creating content, and aligning with government-approved processes for approvals. You will be responsible for enhancing or developing a comprehensive knowledge base for client-owned applications, designing and delivering engaging training programs, analyzing common issues, and providing expert-level support for Tier 1 and Tier 2 incidents. Your input will be invaluable to the technical support team, guiding incident responses and serving as an escalation point for common issues.

Responsibilities

As a Mid-Level Application Support Specialist (with Chat Support), your key responsibilities will include:

• Enhance or develop a comprehensive knowledge base for client-owned applications, ensuring that all relevant information is up-to-date and easily accessible.
• Design and deliver engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities, ensuring that all team members have the necessary skills to provide exceptional support.
• Analyze common issues and assist with ensuring incident management processes are effectively structured, identifying areas for improvement and implementing changes as needed.
• Provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications, resolving issues efficiently and effectively.
• Serve as an escalation point for common application issues, identifying and escalating priority issues to appropriate teams, ensuring that all issues are addressed promptly and efficiently.
• 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, staying up-to-date with the latest technologies and trends.
• Adhere to established agency processes and procedures, ensuring that all support activities are conducted in accordance with government regulations and guidelines.
• Make scheduled callbacks to customers as per standard procedures, ensuring that all customers receive timely and effective support.
• Stay current with agency system information, changes, and updates as directed, ensuring that all support activities are conducted with the latest information.

Qualifications

To be successful in this role, you will need to possess the following 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, with a strong focus on resolving complex technical issues.
• 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, with the ability to work effectively with customers, team members, and stakeholders.
• Superior organizational skills, with the ability to manage multiple projects/tasks and prioritize tasks effectively.

What We Offer

At blithequark, 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

We are committed to hiring and retaining a diverse workforce, and we are proud to be an Equal Opportunity Employer, making 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.

Remote Work

As a remote employee, you will have the flexibility to work from anywhere, at any time, as long as you have a stable internet connection and a quiet workspace. We provide all the necessary tools and equipment to ensure that you can work effectively and efficiently from home.

How to Apply

If you are a motivated and experienced technical support professional looking to take the next step in your career, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!

Equal Opportunity Employer

blithequark is an Equal Opportunity Employer, committed to hiring and retaining a diverse workforce. 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.

Contact Us

If you have any questions or would like to learn more about this opportunity, please do not hesitate to contact us. We look forward to hearing from you! Apply Job! Apply for this job