Experienced Mid-Level Application Support Specialist for Federal Agency Technical Support Team – Salesforce, Amazon Connect, and Web-Based Applications Expertise

Introduction to arenaflex

arenaflex is a leading provider of digital transformation solutions, bridging capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. With a future-forward vision and a mission rooted in service, we deliver exceptional results and empower our customers to achieve their goals. As a trusted navigator in the path to possible, we are committed to fostering a culture of inclusion, innovation, and opportunity for all.

About the Role

arenaflex is seeking a talented Mid-Level Application Support Specialist to join a new technical support team for a federal agency. As a key member of this team, you will play a pivotal 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.

Key Responsibilities

• 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
• Make scheduled callbacks to customers as per standard procedures
• Stay current with agency system information, changes, and updates as directed

Essential Qualifications

To be successful in this role, you will need:

• 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
• US Citizenship and the ability to obtain and maintain an Active Secret Clearance
• Bachelor’s degree or certification; work experience may be a substitute

Preferred Qualifications

While not required, the following skills and qualifications are highly desirable:

• Experience with ChatGPT
• 3+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial application support, COTS, and/or proprietary applications software via multiple channels including email, chat, and phone

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to fostering a culture of growth, innovation, and opportunity for all. As a member of our team, you will have access to:

• Top-tier training and development programs to enhance your skills and knowledge
• Opportunities to work on mission-critical projects impacting the citizens we serve
• A collaborative and dynamic work environment that encourages innovation and creativity
• A comprehensive benefits package to invest in your physical, mental, and financial health and wellness

Work Environment and Company Culture

arenaflex is a company that cares about people, and we seek to cultivate a culture in which all can thrive personally and professionally. Our team is growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. As a member of our team, you will be part of a dynamic and collaborative work environment that values diversity, equity, and inclusion.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive compensation package, including a competitive salary, benefits, and perks. Our benefits package includes:

• Medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Professional development opportunities
• And more

Conclusion

If you are a talented and motivated individual looking to join a dynamic and growth-oriented company, we encourage you to apply for this exciting opportunity. As a Mid-Level Application Support Specialist at arenaflex, you will be part of a team that is dedicated to delivering exceptional results and empowering our customers to achieve their goals. Apply now to join our team and start your journey to success!

arenaflex is an Equal Employment Opportunity provider and follows the protection of federal, state, and local law. Qualified applicants will receive consideration for employment without regard to race, color, creed, religion, age, national origin, marital status, disability, veteran status, sexual orientation, gender identity or expression, marital status, or genetic information.