**About arenaflex:**
arenaflex is the premier middle-market IT and Advisory services provider delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission 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, we are the trusted navigator in the path to possible.
**Why Join arenaflex?**
At arenaflex, we are a team of dedicated, talented, and passionate people who are all partners in our shared success. We are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Our top-tier benefits package invests in your physical, mental, and financial health and wellness, so you can be your best self – at work and in life. We offer a dynamic work environment where you can put your fingerprint on mission-critical projects impacting the citizens we serve.
**About This Role:**
arenaflex is seeking a talented Mid-Level Application Support Specialist to join a 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
**Work Environment and Company Culture:**
arenaflex is a remote-friendly company that offers a dynamic work environment where you can put your fingerprint on mission-critical projects impacting the citizens we serve. Our team is passionate about delivering exceptional results and is committed to fostering a culture of inclusion and opportunity for all. We offer a top-tier benefits package that invests in your physical, mental, and financial health and wellness, so you can be your best self – at work and in life.
**Compensation, Perks, and Benefits:**
arenaflex offers a competitive compensation package, including a salary range of $80,000 - $110,000 per year, depending on experience. We also offer a comprehensive benefits package, including:
* Medical, dental, and vision insurance
* 401(k) matching program
* Paid time off and holidays
* Professional development opportunities
* Flexible work arrangements
* Access to cutting-edge technology and tools
**Career Growth Opportunities and Learning Benefits:**
arenaflex is committed to helping you grow and develop your career. We offer a range of training and development opportunities, including:
* On-the-job training and mentorship
* Professional certification programs
* Conference and workshop attendance
* Online courses and webinars
* Access to industry-leading tools and technologies
**Equal Employment Opportunity (EEO):**
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.
**How to Apply:**
If you are a talented Mid-Level Application Support Specialist looking to join a dynamic team of professionals who are passionate about delivering exceptional results, please submit your application through our website. We look forward to hearing from you!
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