Experienced Mid-Level Application Support Specialist (with Chat Support) – Federal Agency 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 keen interest in supporting the launch of new applications? If so, we invite you to join our dynamic technical support team at blithequark, a leading provider of innovative solutions to federal agencies.
About blithequark
At blithequark, we are committed to helping our clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. With a rich history dating back to 1998, we have established ourselves as a trusted partner with federal defense, intelligence, and civilian leaders. Our forward-leaning solutions are tailored to each mission, with a focus on keeping our nation safe and secure.
Job Summary
We are seeking an experienced Mid-Level Application Support Specialist to join our technical support team for a federal agency. This role entails comprehensive development and support for 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 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.
Responsibilities
As a Mid-Level Application Support Specialist, your responsibilities will include:
* 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.
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.
Clearance Requirements
Due to the sensitivity of this position within a federal agency, all applicants must be U.S. citizens and hold an active Department of Defense SECRET clearance (interim adjudications will not be accepted).
Work Environment and Culture
At blithequark, we value our employees and strive to create a positive and inclusive work environment. Our team is committed to delivering exceptional results and making a meaningful impact on our clients' missions. We offer a comprehensive total rewards package, including paid parental leave and immediate vesting in our 401(k).
Benefits
Our package includes:
* 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
blithequark is committed to hiring and retaining a diverse workforce. 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.
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 application through our website.
About the Company
blithequark is a leading provider of innovative solutions to federal agencies. With a rich history dating back to 1998, we have established ourselves as a trusted partner with federal defense, intelligence, and civilian leaders. Our forward-leaning solutions are tailored to each mission, with a focus on keeping our nation safe and secure.
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
Join Our Team
At blithequark, we are committed to helping our clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success.
Why Work with Us?
- Opportunity to work with a leading provider of innovative solutions to federal agencies
- Collaborative and dynamic work environment
- Comprehensive total rewards package
- Professional development opportunities
How to Apply
Submit your application through our website.
Equal Opportunity Employer
blithequark is committed to hiring and retaining a diverse workforce. 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.
``` Apply for this job