Mid-Level Application Support Specialist – Remote Chat & Salesforce/Amazon Connect Support for Federal Agency (arenaflex)

About arenaflex – Empowering Federal Digital Transformation

arenaflex is a leading middle‑market IT and advisory services firm dedicated to delivering cutting‑edge digital transformation solutions to civilian, defense, and intelligence agencies across the federal sector. Our mission‑driven culture blends innovative technology with a deep commitment to public service, helping government partners accelerate modernization, improve operational efficiency, and stay resilient in an ever‑changing environment. As a trusted navigator on the path to possible, arenaflex empowers agencies to work faster, think smarter, and achieve mission success.

Why This Role Matters

In today’s fast‑paced federal landscape, reliable application support is the backbone of mission‑critical operations. As a Mid‑Level Application Support Specialist focused on chat and voice channels, you will be the frontline champion for contact‑center technologies, ensuring that agents, stakeholders, and citizens experience seamless, secure, and efficient service. Your expertise with Salesforce, Amazon Connect, and web‑based applications will directly influence the quality of government services and the overall success of arenasflex’s federal clients.

Key Responsibilities

• Knowledge Base Development: Create, maintain, and continuously improve a comprehensive knowledge repository for client‑owned applications, ensuring that all support staff have quick access to accurate troubleshooting guidance.
• Training Design & Delivery: Design engaging, role‑based training programs for staff on Salesforce, Amazon Connect, and other mission‑critical applications; conduct live sessions, develop e‑learning modules, and assess competency through quizzes and practical exercises.
• Incident Management: Analyze recurring issues, refine incident management processes, and ensure that Tier 1 and Tier 2 tickets are logged, prioritized, and resolved in alignment with agency SLAs.
• Tier 1 & Tier 2 Support: Provide expert‑level assistance for technical incidents involving Salesforce, Amazon Connect, and web‑based platforms, using chat, soft‑phone, and email channels to resolve problems swiftly.
• Escalation Point: Act as the escalation hub for complex or high‑impact application issues, coordinating with development, architecture, and vendor teams to drive timely resolutions.
• Customer Interaction: Leverage chat and soft‑phone tools to address inquiries, concerns, and requests related to mission systems, maintaining a professional and courteous demeanor at all times.
• Research & Recommendation: Conduct independent research using internal resources, vendor documentation, and community forums to propose effective solutions and best practices.
• Process Adherence: Follow established agency procedures for incident handling, documentation, and communication; ensure compliance with security and privacy regulations.
• Scheduled Callbacks: Perform timely callbacks to customers as required, providing updates and confirming resolution of open tickets.
• Continuous Learning: Stay up‑to‑date with system upgrades, new feature releases, and emerging technologies within the agency’s ecosystem, sharing insights with the team.

Essential Qualifications (“Need‑to‑Have”)

• Minimum 2 years of hands‑on experience supporting Salesforce and/or Amazon Connect in a technical support environment.
• Proven track record of developing knowledge articles, delivering staff training, and producing high‑quality documentation.
• Demonstrated ability to provide exceptional customer service across chat, phone, and email channels.
• Strong technical proficiency with Salesforce, Amazon Connect, and web‑based applications, including configuration, troubleshooting, and reporting.
• Advanced skills in Microsoft PowerPoint, Word, and Excel for creating training decks, documentation, and analytical reports.
• Prior experience in Tier 1 and Tier 2 support roles, preferably within a federal or regulated environment.
• Excellent interpersonal and communication abilities, capable of translating technical concepts for non‑technical audiences.
• Superior organizational skills with the capacity to manage multiple concurrent projects and priorities.
• Active Secret Clearance (or ability to obtain one) and U.S. citizenship.

Preferred Qualifications (“Nice‑to‑Have”)

• Familiarity with AI‑driven tools such as ChatGPT for knowledge base augmentation and automated response generation.
• Experience working in a federal call‑center environment, handling high‑volume user requests and adhering to strict compliance standards.
• Certifications related to Salesforce (e.g., Administrator, Platform App Builder) or Amazon Connect.
• Background in developing or supporting custom COTS or proprietary applications.

Core Skills & Competencies

• Technical Acumen: Deep understanding of CRM platforms, contact‑center solutions, and web technologies.
• Problem‑Solving: Ability to diagnose complex issues, think analytically, and propose pragmatic solutions.
• Communication: Clear, concise, and empathetic communication style, both written and verbal.
• Collaboration: Strong team player who can work effectively with developers, architects, project managers, and end‑users.
• Adaptability: Comfortable navigating evolving requirements, system upgrades, and shifting priorities.
• Customer‑Centric Mindset: Commitment to delivering a superior user experience and maintaining high satisfaction scores.

Career Growth & Learning Opportunities at arenaflex

arenaflex invests heavily in the professional development of its employees. As a Mid‑Level Application Support Specialist, you will have access to:

• Structured mentorship programs pairing you with senior architects and industry veterans.
• Funding for certifications (e.g., Salesforce Administrator, Amazon Connect Specialist) and continuous education.
• Opportunities to work on cross‑agency projects, expanding your exposure to diverse federal missions.
• Leadership pathways that can lead to roles such as Application Support Manager, Solutions Architect, or Technical Program Lead.
• Regular knowledge‑sharing sessions, hackathons, and innovation labs that encourage creative problem‑solving.

Work Environment & Culture

arenaflex fosters a collaborative, inclusive, and mission‑driven culture. Our remote‑first policy allows you to work from anywhere in the United States while staying connected through virtual collaboration tools, regular team huddles, and quarterly in‑person meet‑ups. We celebrate diversity, encourage open dialogue, and support veterans, individuals with disabilities, and all underrepresented groups. Our core values—Integrity, Innovation, Service, and Excellence—guide every decision, ensuring that you feel empowered to make a meaningful impact.

Compensation, Perks, & Benefits

While specific salary ranges are tailored to experience and location, arenaflex offers a competitive total rewards package that includes:

• Base salary aligned with federal market rates for Secret‑cleared professionals.
• Performance‑based bonuses and annual merit increases.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with company matching contributions.
• Generous paid time off, holidays, and flexible work schedules.
• Employee Assistance Program (EAP) for mental‑health support.
• Wellness stipend, virtual fitness classes, and ergonomic home‑office allowances.
• Professional development budget for conferences, training, and certifications.
• Recognition programs that celebrate individual and team achievements.

Commitment to Equal Opportunity

arenaflex is an equal‑opportunity employer. We value diversity and are committed to creating an inclusive environment where every employee can thrive. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

How to Apply

If you are ready to bring your expertise in Salesforce, Amazon Connect, and customer‑focused support to a dynamic federal environment, we invite you to submit your application today. Join arenaflex and become part of a team that powers possible for the nation’s most critical agencies.

Apply Now