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

About arenaflex – Empowering Mission‑Critical Technology

arenaflex is a leading partner to federal defense, intelligence, and civilian leaders, delivering innovative technology solutions that keep our nation safe and secure. Since 1998, arenaflex has helped agencies harness emerging and legacy technologies to transform operations, accelerate growth, and drive mission success. Our remote‑first culture attracts top talent from across the country, offering a collaborative environment where every team member can make a tangible impact on critical national initiatives.

Why This Role Matters

As a Mid‑Level Application Support Specialist with a focus on chat support, you will be at the heart of arenaflex’s Contact Center ecosystem. You’ll support, enhance, and document cutting‑edge applications that enable agencies to communicate efficiently, resolve incidents quickly, and deliver superior citizen services. This position is ideal for professionals who thrive on solving complex technical problems, creating clear knowledge resources, and delivering exceptional customer experiences—all while working remotely and maintaining a required arenaflex SECRET clearance.

Key Responsibilities

• Knowledge Base Development: Build, maintain, and continuously improve a comprehensive knowledge repository for arenaflex‑owned contact‑center applications.
• Training Design & Delivery: Create engaging, role‑based training curricula and conduct live sessions for staff on arenaflex Contact Center tools, including arenaflex OmniChannel Contact Center, arenaflex Chatbot, and arenaflex Customer Service Incident Management.
• Incident Management Support: Serve as a Tier 1 and Tier 2 support engineer for incidents involving arenaflex Contact Center platforms and related web applications, ensuring timely resolution and accurate documentation.
• Escalation Point: Act as the primary escalation contact for recurring application issues, triaging problems, and coordinating with specialized teams to drive root‑cause analysis and remediation.
• Chat & Soft‑Phone Operations: Utilize chat and soft‑phone interfaces to address user inquiries, troubleshoot mission‑critical systems, and maintain a high level of professionalism and customer satisfaction.
• Research & Solution Recommendation: Conduct independent research using internal resources, vendor documentation, and best‑practice guides to propose effective solutions for complex technical challenges.
• Process Adherence: Follow arenaflex‑defined procedures for incident logging, escalation, and resolution, ensuring compliance with federal standards and agency policies.
• Scheduled Call‑Backs: Perform timely call‑backs to stakeholders as dictated by standard operating procedures, documenting outcomes and next steps.
• Continuous Learning: Stay current with updates to arenaflex systems, emerging contact‑center technologies, and evolving security requirements to provide informed support.

Essential Qualifications

• Minimum 2 years of hands‑on experience supporting Salesforce‑like CRM platforms and/or arenaflex Contact Center solutions.
• Proven track record of authoring knowledge articles, developing staff training materials, and producing high‑quality technical documentation.
• Demonstrated ability to deliver outstanding customer service in a fast‑paced, mission‑oriented environment.
• Strong technical proficiency with arenaflex Contact Center tools, web‑based applications, and related integration points.
• Advanced skills in Microsoft PowerPoint, Word, and Excel for creating training decks, reports, and documentation.
• Experience working in a Tier 1 and Tier 2 technical support setting, handling incident tickets from intake through resolution.
• Exceptional interpersonal and communication abilities, both written and verbal, with a talent for translating technical concepts into clear, actionable guidance.
• Superior organizational skills, capable of juggling multiple projects, priorities, and deadlines without sacrificing quality.
• U.S. citizenship and an active arenaflex SECRET clearance (interim adjudications will not be accepted).

Preferred Qualifications & Additional Skills

• Experience with chatbot development or conversational AI platforms (e.g., arenaflex Chatbot).
• Familiarity with ITIL or other incident‑management frameworks.
• Knowledge of security best practices for federal information systems.
• Certifications such as ITIL Foundation, Salesforce Administrator, or AWS Certified Cloud Practitioner.
• Ability to script or automate routine tasks using PowerShell, Python, or similar languages.

Core Competencies for Success

• Analytical Thinking: Quickly diagnose issues, identify patterns, and propose effective solutions.
• Collaboration: Work seamlessly with cross‑functional teams, including developers, security officers, and end‑users.
• Adaptability: Thrive in a dynamic environment where priorities shift based on mission needs.
• Customer‑Centric Mindset: Prioritize the user experience and maintain professionalism under pressure.
• Continuous Improvement: Seek opportunities to refine processes, enhance documentation, and share best practices.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. In this role, you will have access to:

• Mentorship from senior architects and seasoned contact‑center specialists.
• Funding for industry‑recognized certifications and advanced training courses.
• Opportunities to lead larger, high‑visibility projects as you demonstrate expertise.
• Cross‑training across related domains such as cloud infrastructure, cybersecurity, and data analytics.
• A clear career ladder that can progress from Mid‑Level Specialist to Senior Support Engineer, Technical Lead, or Product Manager within arenaflex’s federal services portfolio.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures will be discussed during the interview process, candidates can expect:

• Base salary aligned with market rates for remote, cleared positions.
• Performance‑based bonuses and award programs.
• Comprehensive medical, dental, and vision insurance.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Short‑Term and Long‑Term Disability coverage.
• Life insurance and accidental death & dismemberment protection.
• Generous paid time off, holidays, and parental leave.
• Immediate vesting 401(k) with employer match.
• Professional training reimbursement and tuition assistance.
• Employee Assistance Program (EAP) for personal and professional support.
• Remote‑work stipend for home office setup and internet expenses.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Mission Impact, Innovation, and Inclusion. At arenaflex you will find:

• Mission Impact: Every task contributes directly to national security and public service outcomes.
• Innovation: A forward‑leaning mindset encourages experimentation with emerging technologies and process improvements.
• Inclusion: A diverse workforce where all voices are heard, respected, and valued.
• Regular virtual town halls, team‑building events, and knowledge‑sharing sessions.
• A supportive leadership team that champions work‑life balance and personal growth.

How to Apply

If you are ready to leverage your application support expertise to make a meaningful difference for federal missions, we invite you to submit your resume and a concise cover letter outlining your relevant experience. Please ensure your application clearly demonstrates your active arenaflex SECRET clearance and your proficiency with arenaflex Contact Center tools.

Join arenaflex today and become part of a curated group of professionals dedicated to safeguarding our nation’s future.