Mid-Level Application Support Specialist (with Chat Support) – Join arenaflex's Federal Agency Team

About arenaflex arenaflex 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 forward-leaning approach to technology and our commitment to delivering tailored solutions have earned us a reputation as a leader in the industry. Join our team at arenaflex We are seeking an experienced 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. Responsibilities As a Mid-Level Application Support Specialist, you will be responsible for: * Enhancing or developing a comprehensive knowledge base for client-owned applications * Designing and delivering engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities * Analyzing common issues and assisting with ensuring incident management processes are effectively structured * 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, identifying and escalating priority issues to appropriate teams * 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 * Adhering 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 Requirements To be successful in this role, you will 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 * 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 What we offer As a valued member of our team, you can expect: * A comprehensive total rewards package, including paid parental leave and immediate vesting in our 401(k) * 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 Why join arenaflex? We are committed to hiring and retaining a diverse workforce and 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. How to apply If you are a motivated and experienced professional looking to take the next step in your career, we encourage you to apply for this exciting opportunity. Please submit your application through our website. About the role This is a remote position, and you will be required to have an active Department of Defense SECRET clearance. Interim adjudications will not be accepted. 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. ```html

About arenaflex

arenaflex 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 forward-leaning approach to technology and our commitment to delivering tailored solutions have earned us a reputation as a leader in the industry.

Join our team at arenaflex

We are seeking an experienced 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.

Responsibilities

• Enhancing or developing a comprehensive knowledge base for client-owned applications
• Designing and delivering engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities
• Analyzing common issues and assisting with ensuring incident management processes are effectively structured
• 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, identifying and escalating priority issues to appropriate teams
• 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
• Adhering 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

Requirements

• 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

What we offer

• A comprehensive total rewards package, including paid parental leave and immediate vesting in our 401(k)
• 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

Why join arenaflex?

We are committed to hiring and retaining a diverse workforce and 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.

How to apply

If you are a motivated and experienced professional looking to take the next step in your career, we encourage you to apply for this exciting opportunity. Please submit your application through our website.

About the role

This is a remote position, and you will be required to have an active Department of Defense SECRET clearance. Interim adjudications will not be accepted.

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.

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