Experienced Mid-Level Application Support Specialist (with Chat Support) – Federal Agency Technical Support Team

Join arenaflex, a leading provider of innovative solutions to federal defense, intelligence, and civilian leaders, as we tackle their most important challenges and deliver positive outcomes. Are you a seasoned technical support professional looking to take your career to the next level? Do you have a passion for delivering exceptional customer service and a knack for resolving complex technical issues? If so, we invite you to apply for the Mid-Level Application Support Specialist (with Chat Support) role at arenaflex. As a key member of our technical support team, you will play a pivotal role in supporting applications in the Contact Center, creating content, and aligning with government-approved processes for approvals.

About arenaflex

arenaflex is a trusted partner to federal defense, intelligence, and civilian leaders, helping them 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 forward-leaning solutions provider, delivering tailored mission-focused solutions that keep our nation safe and secure.

Responsibilities

As a Mid-Level Application Support Specialist, you will be responsible for:

• Enhancing or developing a comprehensive knowledge base for client-owned applications, ensuring that our technical support team has the necessary resources to resolve complex issues efficiently.
• Designing and delivering engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities, empowering our team members to provide exceptional customer service.
• Analyzing common issues and assisting with ensuring incident management processes are effectively structured, identifying areas for improvement and implementing changes to enhance our support capabilities.
• 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 and identifying priority issues to be escalated to appropriate teams.
• Utilizing 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 and ensuring timely resolution of issues.
• Conducting individual research using available resources to provide recommended solutions for various challenges, staying up-to-date with the latest technologies and best practices in the industry.
• Adhering to established agency processes and procedures, ensuring compliance with regulatory requirements and maintaining the highest level of professionalism in all interactions.

Qualifications

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, showcasing your ability to communicate complex technical information in a clear and concise manner.
• Demonstrated skills in delivering exceptional customer service, with a proven track record of resolving complex technical issues and maintaining a high level of customer satisfaction.
• Proficient technical skills with Salesforce, Amazon Connect, and web-based applications, as well as proficiency in MS PowerPoint, Word, and Excel.
• Prior experience in a technical support environment, with a strong understanding of Tier 1 and Tier 2 incident management processes.
• Exceptional interpersonal and communication skills, with the ability to work effectively with cross-functional teams and communicate complex technical information to non-technical stakeholders.
• Superior organizational skills, with the ability to manage multiple projects/tasks and prioritize tasks effectively to meet deadlines.

Why Join arenaflex?

At arenaflex, we offer a comprehensive total rewards package that 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

We are committed to hiring and retaining a diverse workforce, 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 Opportunity

As a remote employee, you will have the flexibility to work from the comfort of your own home, with the ability to collaborate with our team members across the country. We provide the necessary tools and resources to ensure that you can perform your job duties effectively, while also maintaining a healthy work-life balance.

How to Apply

If you are a motivated and experienced technical support professional looking to take your career to the next level, we invite you to apply for the Mid-Level Application Support Specialist (with Chat Support) role at arenaflex. Please submit your resume and a cover letter outlining your qualifications and experience, and we will be in touch to discuss this opportunity further. Apply Now Apply for this job