Mid-Level Application Support Specialist (Chat Support) – Digital Transformation and Customer Experience Expert

Join arenaflex, a premier middle-market IT and Advisory services provider, in delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector.

About arenaflex:

arenaflex is the trusted navigator in the path to possible, 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 empower our customers to achieve their goals through innovative solutions, expert guidance, and a commitment to excellence.

About This Role:

arenaflex is seeking a talented Mid-Level Application Support Specialist to join our new technical support team for a federal agency. As a Mid-Level Application Support Specialist, 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.

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.
• Making scheduled callbacks to customers as per standard procedures.
• Staying current with agency system information, changes, and updates as directed.

The "Need-to-Have" Skills & 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.

Professional Certifications:

N/A

Education:

* Bachelor's degree or certification; work experience may be a substitute

Clearance:

* ACTIVE SECRET CLEARANCE REQUIRED

Years of Professional Experience:

* 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

The "Nice-to-Have" Skills & Qualifications:

* Experience with ChatGPT

Why arenaflex?

What defines the arenaflex brand is more than just our dedication to excellence in our craft; it's our incredible team of dedicated, talented, and passionate people that make arenaflex so exceptional. As people powering possible, we are all partners in our team's shared success. As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self – at work and in life. At arenaflex, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.

Equal Employment Opportunity (EEO):

arenaflex is a Federal Contractor and EEO, OFCCP, VEVRAA, and Affirmative Action Employer. As an Equal Employment Opportunity provider, arenaflex 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. U.S. Citizenship is required for this specific opportunity as arenaflex is unable to sponsor at this time. All selected applicants will be subject to a Minimal Background Investigation (MBI) and a government security investigation (when applicable) depending on the specific program and position listed. This includes but is not limited to: meeting the eligibility requirements for access to classified information and the ability to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to: criminal history, employment verification, education verification, drug testing, and creditworthiness. Qualified individuals with a disability have the right to request a reasonable accommodation. If you are unable or limited in your ability to use or access the arenaflex careers website as a result of your disability, please request a reasonable accommodation by sending an e-mail to [email protected] or call (703) 229-5888. Include the nature of your request, along with your name and contact information.

Apply Now:

If you are a talented Mid-Level Application Support Specialist with a passion for delivering exceptional results and a commitment to innovation, we encourage you to apply to this exciting opportunity. Join our team at arenaflex and be part of a dynamic and inclusive culture that values growth, excellence, and customer satisfaction. Apply for this job