Mid-Level Application Support Specialist (Chat Support) – arenaflex

About arenaflex

arenaflex stands as the premier middle-market IT and Advisory services provider, delivering cutting-edge digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission deeply rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. Wherever our customers are in their modernization journey, arenaflex serves as their trusted navigator in the path to possible. We are committed to powering the digital transformation of government services through innovation, technical excellence, and unwavering dedication to our clients' success.

Who You Are

You are a talented Mid-Level Application Support Analyst with at least 2 years of experience and a passion for thinking big, taking action, and delivering exceptional results. You are outcome-driven, quality-obsessed, and relentlessly focused on innovation as a value-driver for world-class delivery, client satisfaction, and performance. You're looking to grow as a professional in a team-oriented environment where you can put your fingerprint on mission-critical projects impacting the citizens we serve. Your strong communication skills, technical aptitude, and dedication to customer service make you an ideal candidate to join our dynamic team at arenaflex.

About This Role

arenaflex is seeking a talented Mid-Level Application Support Analyst to join a new technical support team for a federal agency. As a Mid-Level Application Support Specialist (Chat Support), 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. This remote position based in Vienna, VA offers the opportunity to make a significant impact on federal agencies' digital transformation while advancing your career in application support.

Key Responsibilities

• Knowledge Base Development: Enhance or develop a comprehensive knowledge base for client-owned applications, ensuring accurate and up-to-date information for support teams and end-users.
• Training Program Design: Design and deliver engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities, empowering users to maximize system capabilities.
• Process Analysis: Analyze common issues and assist with ensuring incident management processes are effectively structured to improve response times and resolution rates.
• Expert Technical Support: Provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications.
• Escalation Management: Serve as an escalation point for common application issues, identifying and escalating priority issues to appropriate teams with clear documentation.
• Customer Interaction: 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.
• Research & Solution Development: Conduct individual research using available resources to provide recommended solutions for various challenges, demonstrating technical problem-solving abilities.
• Process Compliance: Adhere to established agency processes and procedures, ensuring all activities meet regulatory and organizational standards.
• Customer Callbacks: Making scheduled callbacks to customers as per standard procedures, following through on commitments and ensuring resolution satisfaction.
• System Knowledge Maintenance: Staying current with agency system information, changes, and updates as directed, continuously expanding your technical expertise.

Essential Qualifications

• 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.
• Technical Proficiency: 2+ years of relevant work experience with experience using Salesforce and/or Amazon Connect, demonstrating practical application of these platforms in a professional setting.
• Documentation Skills: Demonstrated experience in developing knowledge articles, creating staff training materials, and developing quality documentation that meets organizational standards.
• Customer Service: Demonstrated skills in delivering exceptional customer service, with a proven track record of resolving issues to customer satisfaction.
• Technical Skills: Proficient technical skills with Salesforce, Amazon Connect, and web-based applications, with the ability to navigate complex systems efficiently.
• Microsoft Suite: Proficient skills with MS PowerPoint, Word, and Excel, including the ability to create presentations, documentation, and data analysis as needed.
• Support Experience: Prior experience in a technical support environment – Tier 1 and Tier 2, with understanding of support methodologies and best practices.
• Communication Skills: Exceptional interpersonal and communication skills, with the ability to convey technical information to non-technical users clearly and effectively.
• Organizational Skills: Superior organizational skills, with the ability to manage multiple projects/tasks simultaneously while maintaining quality and deadlines.
• Citizenship & Clearance: US Citizenship and an ACTIVE SECRET CLEARANCE are required for this specific opportunity. arenaflex is unable to sponsorship at this time.
• Education: Bachelor's degree or certification; work experience may be a substitute for formal education.

Preferred Qualifications

• AI Experience: Experience with ChatGPT or other AI-powered tools for customer service, content creation, or problem-solving.
• Industry Certifications: Salesforce Administrator or Developer certification, AWS certifications related to Amazon Connect, or other relevant technical certifications.
• Federal Sector Experience: Prior experience supporting federal government agencies or projects with similar regulatory requirements and security considerations.
• Process Improvement: Experience with process improvement methodologies such as Lean, Six Sigma, or ITIL in a technical support environment.
• Change Management: Experience with change management principles and practices, particularly in relation to system implementations and updates.

Skills & Competencies for Success

• Technical Aptitude: Strong ability to quickly learn and understand new technologies, applications, and systems with minimal guidance.
• Problem-Solving: Demonstrated analytical thinking and systematic approach to identifying, diagnosing, and resolving technical issues.
• Customer Focus: Genuine commitment to understanding and addressing customer needs, with patience and empathy in support interactions.
• Adaptability: Flexibility in responding to changing priorities, requirements, and technologies in a dynamic work environment.
• Attention to Detail: Meticulous approach to documentation, processes, and quality assurance in all support activities.
• Collaboration: Strong ability to work effectively within a team, sharing knowledge and supporting colleagues to achieve collective goals.
• Initiative: Proactive approach to identifying issues, implementing improvements, and enhancing support processes without direct supervision.
• Resilience: Ability to maintain composure and professionalism under pressure, particularly during complex or high-stakes support situations.

Career Growth & Development

At arenaflex, we are committed to your professional growth and development. As a Mid-Level Application Support Specialist, you'll have access to numerous opportunities to advance your career, including:

• Advanced technical training and certification programs in Salesforce, Amazon Connect, and other relevant technologies
• Mentorship from senior technical professionals and industry experts
• Clear career progression paths to senior support roles, team leadership positions, or specialized technical tracks
• Opportunities to participate in cutting-edge federal IT modernization projects
• Regular professional development workshops and knowledge-sharing sessions
• Access to industry conferences, webinars, and networking opportunities

Work Environment & Culture

arenaflex fosters a culture of innovation, collaboration, and continuous learning. As a remote-first organization, we provide:

• Flexible work arrangements that support work-life balance
• State-of-the-art virtual collaboration tools and secure remote work infrastructure
• Regular virtual team-building activities and social events
• An inclusive and diverse workplace that values different perspectives and experiences
• A supportive environment where military veterans and individuals with disabilities are encouraged to thrive
• Recognition programs that celebrate achievements and contributions

Compensation, Perks & Benefits

arenaflex offers a comprehensive compensation package designed to attract and retain top talent, including:

• Competitive salary commensurate with experience and qualifications
• Comprehensive health insurance options including medical, dental, and vision coverage
• Retirement savings plans with employer matching contributions
• Generous paid time off, including holidays and personal leave
• Professional development stipend for continued education and certifications
• Home office equipment allowance to support optimal remote work
• Wellness programs supporting physical and mental health
• Employee assistance program with confidential counseling services
• Performance-based bonus and incentive opportunities

Why Join 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.

Equal Employment Opportunity

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 Today

If you're a motivated Mid-Level Application Support Specialist looking to make a difference in federal IT modernization while advancing your career in a dynamic, supportive environment, arenaflex wants to hear from you. Join us as we power the digital transformation of government services and help agencies work faster, grow smarter, and stay nimble in the face of change. Apply today to begin your journey with arenaflex and start making your mark on mission-critical projects that impact the citizens we serve.