**Join arenaflex, a leading provider of innovative solutions for federal agencies, in our mission to deliver cutting-edge technology and exceptional customer service.**
Are you a motivated and experienced technical support professional looking to take your career to the next level? Do you have a passion for delivering exceptional customer service and a knack for resolving complex technical issues? If so, we invite you to join our team as an Experienced Mid-Level Application Support Specialist – Web & Cloud Application Development with Chat Support.
**About arenaflex**
arenaflex is a forward-thinking company that has been a trusted partner to federal defense, intelligence, and civilian leaders for over two decades. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. Our team of experts is dedicated to delivering positive outcomes and keeping our nation safe and secure.
**About the Role**
As an Experienced Mid-Level Application Support Specialist – Web & Cloud Application Development with 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.
**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
**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
* 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
**Why Join arenaflex?**
* Comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k)
* Medical, Dental & Vision Insurance
* Flexible Spending Accounts
* Short-Term and Long-Term Disability Insurance
* Life Insurance
* Paid Time Off & Holidays
* Earned Bonuses & Awards
* Professional Training Reimbursement
* Paid Parking
* Employee Assistance Program
**arenaflex is an Equal Opportunity Employer**
We are committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.
**How to Apply**
If you are a motivated and experienced technical support professional looking to take your career to the next level, we invite you to apply for this exciting opportunity. Please submit your application through our website.
**Note:** Due to the sensitivity of this position within a federal agency, all applicants must be U.S. citizens and hold an active Department of Defense SECRET clearance (interim adjudications will not be accepted).
**Clearance Requirements:**
* Active Secret Clearance
* U.S. Citizen
**Location:**
* Remote
**Job Type:**
* Full-time
**Experience:**
* 2+ years of relevant work experience with experience using Salesforce and/or Amazon Connect
**Education:**
* Bachelor's degree in Computer Science, Information Technology, or related field
**Skills:**
* 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
**Work Environment:**
* Remote work environment
* Collaborative team environment
* Opportunity to work with cutting-edge technology and innovative solutions
**Career Growth Opportunities:**
* Opportunities for career growth and advancement
* Professional training and development programs
* Collaborative team environment with experienced professionals
**Learning Benefits:**
* Opportunities to learn and develop new skills
* Access to cutting-edge technology and innovative solutions
* Collaborative team environment with experienced professionals
**Compensation and Benefits:**
* Comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k)
* Medical, Dental & Vision Insurance
* Flexible Spending Accounts
* Short-Term and Long-Term Disability Insurance
* Life Insurance
* Paid Time Off & Holidays
* Earned Bonuses & Awards
* Professional Training Reimbursement
* Paid Parking
* Employee Assistance Program
**Why arenaflex?**
* arenaflex is a leading provider of innovative solutions for federal agencies
* arenaflex has a strong reputation for delivering exceptional customer service and cutting-edge technology
* arenaflex offers a comprehensive total rewards package and opportunities for career growth and advancement
**Apply Now:**
If you are a motivated and experienced technical support professional looking to take your career to the next level, we invite you to apply for this exciting opportunity. Please submit your application through our website.
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