**Mid-Level Application Support Specialist (with Chat Support) – Join arenaflex's Technical Support Team**

At arenaflex, we're dedicated to empowering our clients with innovative solutions that drive growth, innovation, and sustainable success. As a leading provider of technical support services, we're seeking an experienced Mid-Level Application Support Specialist to join our team and play a pivotal role in supporting the launch of new applications, assisting with the development of technical support documentation, and taking on various application support challenges. **About arenaflex** arenaflex is a trusted partner with federal defense, intelligence, and civilian leaders, tackling their most important challenges and delivering positive outcomes. Since our founding in 1998, we've helped 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. **Job Summary** We're seeking a highly skilled Mid-Level Application Support Specialist to join our technical support team for a federal agency. As a key member of our team, you'll be responsible for comprehensive development and support for an initiative using Contact Center Tools (Amazon Connect OmniChannel Contact Center, Amazon Lex Chatbot, and Salesforce Customer Service Incident Management). Your expertise will be invaluable in guiding Tier 1 and Tier 2 incident responses, serving as an escalation point for common issues, and providing expert-level support for Salesforce, Amazon Connect, and web-based applications. **Responsibilities** As a Mid-Level Application Support Specialist, your responsibilities will include: * 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** To be successful in this role, you'll need: * 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?** At arenaflex, we offer a comprehensive total rewards package, including: * 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 We're committed to hiring and retaining a diverse workforce and 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're a motivated and experienced professional looking to take the next step in your career, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. **Clearance Requirements** 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). **Remote Work Opportunity** This role is available as a remote work opportunity, allowing you to work from the comfort of your own home or office. We're committed to providing a flexible and supportive work environment that enables you to thrive in your role. **Join our Team** At arenaflex, we're passionate about delivering exceptional results and making a positive impact on our clients' missions. If you're a talented and dedicated professional looking to join a dynamic team, we encourage you to apply for this exciting opportunity. Apply for this job