Mid-Level Application Support Specialist (with Chat Support) – Join arenaflex's Dynamic Technical Support Team

At arenaflex, we're on a mission to empower our clients with cutting-edge solutions that drive innovation and growth. As a leading provider of technical support services to federal agencies, we're seeking an experienced Mid-Level Application Support Specialist to join our team. This role offers a unique opportunity to take your career to the next level, working on high-profile initiatives and collaborating with a talented team of experts.

About arenaflex

arenaflex is a trusted partner to federal defense, intelligence, and civilian leaders, helping them tackle their most pressing challenges and deliver positive outcomes. With a rich history dating back to 1998, we've established ourselves as a leader in the industry, leveraging emerging technologies to transform enterprises and drive sustainable success. Our commitment to innovation, customer satisfaction, and employee growth has earned us a reputation as a top employer in the federal sector.

Job Summary

As a Mid-Level Application Support Specialist, you'll play a pivotal role in supporting applications in the Contact Center, creating content, and aligning with government-approved processes for approvals. You'll work closely with our technical support team to guide Tier 1 and Tier 2 incident responses, serve as an escalation point for common issues, and provide expert-level support for Salesforce, Amazon Connect, and web-based applications. Your input will be invaluable in shaping our technical support strategy and ensuring the success of our clients.

Responsibilities

* Enhance or develop a comprehensive knowledge base for client-owned applications, ensuring that our team has access to the latest information and best practices.

• Design and deliver engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities, empowering our team to provide exceptional support.
• Analyze common issues and assist with ensuring incident management processes are effectively structured, identifying areas for improvement and implementing changes to enhance our support capabilities.
• Provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications, resolving issues efficiently and effectively.
• Serve as an escalation point for common application issues, identifying and escalating priority issues to appropriate teams, ensuring that our clients receive the highest level of support.
• Utilize 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.
• Conduct individual research using available resources to provide recommended solutions for various challenges, staying up-to-date with the latest technologies and best practices.
• Adhere to established agency processes and procedures, ensuring compliance and maintaining the highest level of professionalism.
• Make scheduled callbacks to customers as per standard procedures, ensuring that our clients receive timely and effective support.
• Stay current with agency system information, changes, and updates as directed, maintaining a deep understanding of our clients' systems and applications.

Requirements

* 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 information in a clear and concise manner.
• Demonstrated skills in delivering exceptional customer service, with a focus on empathy, active listening, and problem-solving.
• Proficient technical skills with Salesforce, Amazon Connect, and web-based applications, including experience with MS PowerPoint, Word, and Excel.
• Prior experience in a technical support environment - Tier 1 and Tier 2, with a strong understanding of incident management processes and procedures.
• Exceptional interpersonal and communication skills, with the ability to work effectively with diverse stakeholders, including clients, team members, and management.
• Superior organizational skills, with the ability to manage multiple projects/tasks, prioritize tasks, and meet deadlines.

What We Offer

* A comprehensive total rewards package, including paid parental leave and immediate vesting in our 401(k) plan.

• Medical, Dental & Vision Insurance, Flexible Spending Accounts, Short-Term and Long-Term Disability Insurance, Life Insurance, and Paid Time Off & Holidays.
• Earned Bonuses & Awards, Professional Training Reimbursement, Paid Parking, and Employee Assistance Program.
• A dynamic and supportive work environment, with opportunities for growth and development.
• A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that values and respects all employees.

How to Apply

If you're a motivated and experienced professional looking to take your career to the next level, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Now! Apply for this job