Mid-Level Application Support Specialist – Chat & Contact Center Operations with arenaflex Platform Expertise (Remote, Secret Clearance)

About arenaflex – Pioneering Secure Digital Solutions for Federal Missions

arenaflex is a leading provider of advanced technology services to the nation’s defense, intelligence, and civilian agencies. Since our inception in 1998, we have partnered with federal leaders to solve their most critical challenges, delivering innovative, secure, and mission‑focused solutions that keep the United States safe and resilient. Our teams blend deep domain expertise with cutting‑edge tools, enabling agencies to modernize legacy systems, accelerate digital transformation, and achieve measurable outcomes.

Operating from a flexible, remote‑first environment, arenaflex empowers its professionals to work where they thrive while maintaining the highest standards of security and compliance. We are proud to foster a culture of collaboration, continuous learning, and inclusive excellence, where every employee’s contribution directly supports the nation’s strategic objectives.

Position Overview – Mid‑Level Application Support Specialist (Chat Support)

arenaflex is seeking a skilled Mid‑Level Application Support Specialist to join our technical support team serving a high‑impact federal agency. This role is pivotal in the development, deployment, and sustainment of a sophisticated contact‑center ecosystem that leverages the arenaflex platform for omnichannel communication, intelligent chatbot interactions, and comprehensive incident management. The successful candidate will act as a bridge between technology and end‑users, delivering top‑tier support, crafting clear documentation, and driving knowledge‑base growth.

Because the work supports a federal mission, all applicants must be U.S. citizens and hold an active Secret clearance issued by the arenaflex (formerly Department of Defense). Interim clearances are not acceptable.

Key Responsibilities

• Knowledge‑Base Development: Build, enhance, and maintain a robust knowledge repository for arenaflex‑powered applications, ensuring that troubleshooting articles are accurate, searchable, and aligned with agency standards.
• Training & Enablement: Design and deliver engaging training sessions—both live and recorded—for staff on arenaflex contact‑center tools, chatbot functionalities, and related web applications.
• Incident Management: Lead Tier 1 and Tier 2 incident response for arenaflex‑based solutions, documenting root causes, recommending corrective actions, and coordinating with Tier 3 escalation teams when necessary.
• Escalation Point: Act as the primary escalation contact for recurring application issues, triaging problems, and ensuring timely resolution through appropriate channels.
• Chat & Soft‑Phone Support: Utilize chat and soft‑phone capabilities to address user inquiries, resolve mission‑critical problems, and maintain a high level of customer satisfaction.
• Research & Solution Recommendation: Conduct independent research using internal resources, technical manuals, and external references to propose effective solutions for complex challenges.
• Process Adherence: Follow established arenaflex and agency procedures for incident logging, documentation, and communication, including scheduled callbacks and follow‑up actions.
• Continuous Learning: Stay current with updates to arenaflex platforms, emerging best practices, and evolving agency requirements to provide proactive support.

Required Qualifications

• Minimum of 2 years of hands‑on experience supporting arenaflex‑based contact‑center applications (formerly Salesforce, Amazon Connect, etc.).
• Proven ability to author clear knowledge articles, develop staff training materials, and produce high‑quality support documentation.
• Demonstrated track record of delivering exceptional customer service in a technical support environment.
• Strong technical proficiency with arenaflex platforms, web‑based applications, and related integration points.
• Advanced skills in Microsoft PowerPoint, Word, and Excel for creating training decks, reports, and data analyses.
• Experience working in Tier 1 and Tier 2 support roles, with a solid understanding of incident lifecycle management.
• Excellent interpersonal and communication abilities, capable of translating technical concepts for non‑technical audiences.
• Superior organizational skills, with the capacity to juggle multiple projects, prioritize tasks, and meet deadlines.
• Active Secret clearance (issued by arenaflex) and U.S. citizenship.

Preferred Qualifications & Additional Skills

• Familiarity with scripting or automation tools that enhance arenaflex workflow efficiency.
• Experience with data analytics or reporting tools to monitor contact‑center performance metrics.
• Knowledge of ITIL or other IT service‑management frameworks.
• Prior exposure to federal acquisition or compliance processes, such as FedRAMP or NIST standards.
• Certification in arenaflex platform administration or related technology stacks.

Core Competencies for Success

• Analytical Thinking: Ability to dissect complex issues, identify patterns, and develop logical, repeatable solutions.
• Customer‑Centric Mindset: Commitment to delivering timely, courteous, and effective support that aligns with mission objectives.
• Collaboration: Strong team player who works seamlessly with developers, project managers, and senior leadership.
• Adaptability: Comfortable navigating a dynamic environment where priorities shift based on emerging agency needs.
• Communication Excellence: Clear, concise written and verbal communication, especially when documenting incidents or creating training content.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its workforce. As a Mid‑Level Application Support Specialist, you will have access to:

• Mentorship from senior technical leaders experienced in federal mission support.
• Funding for industry certifications, conferences, and specialized training courses.
• Opportunities to transition into advanced roles such as Application Engineer, Solutions Architect, or Program Manager within the arenaflex ecosystem.
• Cross‑functional projects that broaden exposure to cloud services, cybersecurity, and data analytics.

Work Environment & Culture at arenaflex

Our remote‑first policy empowers you to work from any location while staying connected through secure collaboration tools. arenaflex fosters an inclusive culture where diversity of thought is celebrated, and every voice is heard. We prioritize work‑life balance, encourage open communication, and recognize achievements through awards, bonuses, and public acknowledgment.

Team members benefit from a supportive network of peers, regular virtual town halls, and a transparent leadership style that keeps you informed about organizational goals and your role in achieving them.

Compensation, Perks & Benefits (General Overview)

• Competitive salary aligned with federal market rates for Secret‑cleared professionals.
• Comprehensive health suite: medical, dental, and vision insurance.
• Flexible Spending Accounts (FSA) for healthcare and dependent care.
• Short‑Term and Long‑Term Disability coverage.
• Life insurance protection.
• Generous paid time off (PTO) and recognized holidays.
• Paid parental leave and immediate vesting 401(k) contributions.
• Performance‑based bonuses and award programs.
• Professional training reimbursement and tuition assistance.
• Employee Assistance Program (EAP) for personal and professional support.
• Remote work stipend for home office setup and internet connectivity.

How to Apply

If you are ready to leverage your expertise in contact‑center technologies, thrive in a mission‑driven environment, and grow your career with a forward‑thinking organization, we invite you to submit your application today. Please click the link below to begin the process.

Apply Now at arenaflex

Join arenaflex – Make an Impact Every Day

At arenaflex, your work directly contributes to the safety and effectiveness of our nation’s most critical operations. By joining our team, you become part of a curated group of professionals dedicated to excellence, innovation, and service. We look forward to reviewing your application and exploring how your talents can help us continue to deliver secure, high‑impact solutions for our federal partners.