Mid-Level Application Support Specialist – Contact Center Solutions, arenaflex CRM & Chat Support (Remote, Secret Clearance)

Why arenaflex?

At arenaflex, we partner with federal defense, intelligence, and civilian leaders to solve their most critical challenges. Since our founding in 1998, we have helped government clients harness emerging technologies to transform missions, protect national security, and drive sustainable success. Our remote‑first culture empowers professionals to deliver high‑impact solutions while enjoying flexibility, continuous learning, and a supportive community.

Position Overview

We are seeking a motivated Mid‑Level Application Support Specialist with a focus on chat‑based assistance to join our technical support team serving a high‑profile federal agency. This role is pivotal in developing, launching, and maintaining cutting‑edge contact‑center applications built on arenaflex OmniChannel Contact Center, arenaflex Lex Chatbot, and arenaflex Customer Service Incident Management. The successful candidate will act as a bridge between technology and end‑users, ensuring seamless incident resolution, robust documentation, and effective training for Tier 1 and Tier 2 support teams.

Key Responsibilities

Application Knowledge Management

• Design, develop, and continuously improve a comprehensive knowledge base for client‑owned applications, emphasizing arenaflex OmniChannel Contact Center and arenaflex CRM functionalities.
• Author clear, concise knowledge articles, troubleshooting guides, and standard operating procedures that align with government‑approved processes.
• Collaborate with subject‑matter experts to capture institutional knowledge and translate technical details into user‑friendly content.

Training & Enablement

• Create and deliver engaging, role‑based training programs for staff on arenaflex OmniChannel Contact Center, arenaflex Lex Chatbot, and arenaflex CRM tools.
• Develop hands‑on labs, webinars, and quick‑reference cards to accelerate onboarding and skill development.
• Assess training effectiveness through surveys, quizzes, and performance metrics, iterating content as needed.

Incident Management & Tiered Support

• Provide expert‑level support for Tier 1 and Tier 2 incidents involving arenaflex OmniChannel Contact Center, arenaflex Lex Chatbot, and web‑based applications.
• Act as an escalation point for complex or high‑priority issues, coordinating with development and architecture teams to drive timely resolutions.
• Analyze recurring incident trends, recommend process improvements, and help shape incident management workflows.

Chat & Soft‑Phone Operations

• Utilize chat and soft‑phone features to address customer inquiries, concerns, and requests related to mission‑critical systems.
• Maintain an exceptional level of customer service, adhering to established service level agreements (SLAs) and quality standards.
• Perform scheduled callbacks and follow‑up communications to ensure issue closure and customer satisfaction.

Research & Continuous Improvement

• Conduct independent research using internal resources, documentation, and external references to propose effective solutions.
• Stay current with system updates, policy changes, and emerging technologies as directed by agency leadership.
• Contribute to the evolution of support processes, automation scripts, and self‑service portals.

Essential Qualifications

• Minimum 2 years of hands‑on experience supporting arenaflex CRM (formerly Salesforce) and/or arenaflex OmniChannel Contact Center environments.
• Proven track record of developing knowledge articles, staff training curricula, and quality documentation.
• Demonstrated ability to deliver outstanding customer service in a technical support setting.
• Strong technical proficiency with arenaflex OmniChannel Contact Center, arenaflex Lex Chatbot, and web‑based applications.
• Advanced skills in Microsoft PowerPoint, Word, and Excel for creating training decks, reports, and documentation.
• Experience working in Tier 1 and Tier 2 technical support roles, handling incident tickets, and performing root‑cause analysis.
• Exceptional interpersonal and communication abilities, both written and verbal.
• Superior organizational skills with the capacity to manage multiple projects and priorities simultaneously.
• U.S. citizenship and an active arenaflex Secret clearance (formerly Department of Defense Secret). Interim adjudications are not acceptable.

Preferred Qualifications & Additional Skills

• Experience with scripting or automation tools (PowerShell, Python, or similar) to streamline support tasks.
• Familiarity with ITIL or other incident‑management frameworks.
• Prior exposure to federal acquisition or compliance environments.
• Certification in arenaflex CRM (e.g., Administrator or Platform App Builder) or related contact‑center technologies.
• Ability to mentor junior staff and lead small project teams.

Core Competencies for Success

• Analytical Thinking: Quickly diagnose complex technical issues and propose actionable solutions.
• Customer‑Centric Mindset: Prioritize user experience and maintain professionalism under pressure.
• Collaboration: Work effectively across cross‑functional teams, including developers, architects, and program managers.
• Adaptability: Thrive in a fast‑changing environment, embracing new tools and processes.
• Communication: Translate technical jargon into clear, understandable language for diverse audiences.

Career Growth & Learning Opportunities

At arenaflex, your development is a priority. You will have access to:

• Mentorship from senior technical leaders and subject‑matter experts.
• Funding for industry‑recognized certifications and advanced training courses.
• Opportunities to lead high‑visibility projects that directly impact federal mission outcomes.
• Cross‑training in emerging technologies such as AI‑driven chatbots, cloud‑native contact‑center platforms, and cybersecurity best practices.
• A clear career ladder from specialist to senior analyst, team lead, and eventually program manager roles.

Work Environment & Culture

arenaflex fosters a remote‑first, inclusive culture that values diversity of thought and background. Our teams are:

• Mission‑Driven: Every task contributes to national security and public service.
• Collaborative: Regular virtual stand‑ups, knowledge‑sharing sessions, and peer‑review processes.
• Innovative: Encouraged to experiment with new tools, propose process enhancements, and share successes.
• Supportive: Access to employee assistance programs, mental‑health resources, and a strong network of peers.

Compensation, Perks & Benefits

While specific salary ranges are competitive and commensurate with experience, arenaflex offers a comprehensive total rewards package that includes:

• Medical, dental, and vision insurance with multiple plan options.
• Flexible Spending Accounts (FSA) for healthcare and dependent care.
• Short‑term and long‑term disability coverage.
• Life insurance and accidental death & dismemberment (AD&D) policies.
• Generous paid time off (PTO) and recognized holidays.
• Paid parental leave and immediate vesting in the 401(k) retirement plan.
• Performance‑based bonuses and award programs.
• Professional training reimbursement and tuition assistance.
• Remote work stipend for home office setup, including paid parking allowances where applicable.
• Employee Assistance Program (EAP) for counseling, legal, and financial guidance.

Commitment to Diversity & Inclusion

arenaflex is proud to be an Equal Opportunity Employer. We make hiring, promotion, and compensation decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected characteristic. Our inclusive environment ensures that every voice is heard and valued.

How to Apply

If you are ready to leverage your application support expertise to make a tangible impact on federal missions, we invite you to submit your application today. Join arenaflex and become part of a curated group of professionals dedicated to innovation, service, and excellence.

Apply Now