**Experienced Mid-Level Application Support Specialist (with Chat Support) – Federal Agency Technical Support Team**

**Location:** Remote **Clearance:** Active Secret **Job Type:** Full-time **About arenaflex:** arenaflex is a leading provider of innovative solutions to federal defense, intelligence, and civilian leaders. With a rich history dating back to 1998, we have established ourselves as a trusted partner in helping clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. Our forward-leaning solutions are tailored to each mission, with a focus on keeping our nation safe and secure. **Join arenaflex's Technical Support Team:** We are seeking an experienced Mid-Level Application Support Specialist to join our technical support team for a federal agency. As a collaborative team player, 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:** As a Mid-Level Application Support Specialist, you will be responsible for: * Enhancing or developing a comprehensive knowledge base for client-owned applications * Designing and delivering engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities * Analyzing common issues and assisting with ensuring incident management processes are effectively structured * Providing expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications * Serving as an escalation point for common application issues, identifying and escalating priority issues to appropriate teams * Utilizing 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 * Conducting individual research using available resources to provide recommended solutions for various challenges * Adhering 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 **Qualifications:** **Required:** * 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 **Preferred:** * Experience working in a federal agency or government environment * Familiarity with Amazon Lex Chatbot and Salesforce Customer Service Incident Management * Experience with creating and delivering training programs * Certification in Salesforce, Amazon Connect, or related technologies **What We Offer:** * 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 **About Our Culture:** arenaflex is 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. Our team is passionate about delivering innovative solutions to our clients, and we are looking for like-minded individuals to join our team. **How to Apply:** If you are a motivated and experienced professional looking to take the next step in your career, please submit your application to arenaflex. We look forward to reviewing your qualifications and discussing this opportunity further. **Equal Opportunity Employer:** arenaflex is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion. **Remote Work:** This position is remote, and you will be working from home. arenaflex provides the necessary tools and resources to ensure your success in a remote work environment. **Clearance:** This position requires an Active Secret clearance. If you do not currently hold an Active Secret clearance, you will need to obtain one prior to starting employment with arenaflex. **Contact Us:** If you have any questions or would like to learn more about this opportunity, please contact our HR team at [arenaflex HR email]. We look forward to hearing from you! Apply for this job