At arenaflex, we're on a mission to empower federal defense, intelligence, and civilian leaders to tackle their most pressing challenges and deliver positive outcomes. As a leading partner in the federal sector, we've been helping clients leverage existing and emerging technologies to transform their enterprises, drive innovation, and build sustainable success since our founding in 1998. We're now seeking an experienced Mid-Level Application Support Specialist to join our technical support team and play a pivotal role in supporting the launch of new applications, assisting with the development of technical support documentation, and taking on various application support challenges.
**Job Summary:**
As a Mid-Level Application Support Specialist with arenaflex, you'll be part of a collaborative team that's dedicated to delivering exceptional customer service and support to our federal agency clients. You'll be responsible for providing expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications, as well as utilizing chat and soft phone features to resolve customer inquiries, concerns, and requests. If you're a skilled technical professional with a passion for delivering exceptional customer service, we want to hear from you!
**Responsibilities:**
As a Mid-Level Application Support Specialist, you'll play a critical 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.
Some of your key 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
**Qualifications:**
To be successful in this role, you'll need to possess the following 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
**Why Join arenaflex?**
At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. 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're also 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.
**What We Offer:**
As a Mid-Level Application Support Specialist with arenaflex, you'll have the opportunity to:
* Work with a talented team of technical professionals who are passionate about delivering exceptional customer service
* Develop your skills and expertise in Salesforce, Amazon Connect, and web-based applications
* Take on new challenges and responsibilities, with opportunities for career growth and advancement
* Enjoy a comprehensive total rewards package that includes medical, dental, and vision insurance, flexible spending accounts, and more
* Work in a remote environment that offers flexibility and work-life balance
**How to Apply:**
If you're a skilled technical professional with a passion for delivering exceptional customer service, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Equal Opportunity Employer:**
arenaflex is an Equal Opportunity Employer, committed to creating a work environment that's inclusive, supportive, and empowering. 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.
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