Experienced Mid-Level Application Support Specialist – Federal Agency Contact Center Tools & Salesforce

As a leading provider of innovative solutions to federal defense, intelligence, and civilian leaders, we are seeking an experienced Mid-Level Application Support Specialist to join our technical support team. This role offers a unique opportunity to take the next step in your career, supporting the launch of new applications, developing technical support documentation, and tackling various application support challenges. If you are a collaborative team player with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

About Us

At Integral, we are committed to helping our clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. Since our founding in 1998, we have established ourselves as a trusted partner to federal leaders, delivering forward-leaning solutions tailored to each mission. Our focus is on keeping our nation safe and secure, and we take pride in our role as an integral part of the federal government's success.

Job Summary

As a Mid-Level Application Support Specialist, 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

* Enhance or develop a comprehensive knowledge base for client-owned applications

• Design and deliver engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities
• Analyze common issues and assist with ensuring incident management processes are effectively structured
• Provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications
• Serve as an escalation point for common application issues, identifying and escalating priority issues to appropriate teams
• Utilize 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
• Conduct individual research using available resources to provide recommended solutions for various challenges
• Adhere 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

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
• 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

Essential Skills and Competencies

* Strong technical skills with Salesforce, Amazon Connect, and web-based applications

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong analytical and problem-solving skills
• Ability to adapt to changing priorities and deadlines
• Strong organizational skills, with the ability to manage multiple projects/tasks

Career Growth Opportunities and Learning Benefits

At Integral, we are committed to the growth and development of our employees. We offer a range of training and development opportunities, including:

• Professional training reimbursement
• Opportunities for career advancement and growth
• Collaborative and supportive work environment
• Recognition and rewards for outstanding performance

Work Environment and Company Culture

Integral is a remote-friendly company, offering a flexible and dynamic work environment. We value diversity, equity, and inclusion, and are committed to creating a workplace that is welcoming and inclusive for all employees.

Compensation, Perks, and Benefits

We offer a comprehensive total rewards package, including:

• Competitive salary
• Medical, dental, and vision insurance
• Flexible spending accounts
• Short-term and long-term disability insurance
• Life insurance
• Paid time off and holidays
• Earned bonuses and awards
• Professional training reimbursement
• Paid parking
• Employee assistance program

Equal Opportunity Employer

Integral 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.

How to Apply

If you are a motivated and experienced Mid-Level Application Support Specialist looking for a new challenge, we encourage you to apply for this exciting opportunity. Click the link below to submit your application. Apply To This Job

Simple Application Process

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