**Mid-Level Application Support Specialist (with Chat Support) – Transforming Federal Agency Operations through Innovative Solutions**

At arenaflex, we're on a mission to empower federal agencies with cutting-edge technology and expertise. As a seasoned Mid-Level Application Support Specialist with a passion for delivering exceptional customer service, you'll play a pivotal role in shaping the future of our clients' operations. Join our dynamic team and contribute to the development and support of critical applications, leveraging industry-leading tools like Amazon Connect OmniChannel Contact Center, Amazon Lex Chatbot, and Salesforce Customer Service Incident Management. **About arenaflex** arenaflex is a trusted partner to federal defense, intelligence, and civilian leaders, helping them tackle their most pressing challenges and achieve positive outcomes. Since our inception in 1998, we've been at the forefront of leveraging existing and emerging technologies to transform enterprises, 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. **Responsibilities** As a Mid-Level Application Support Specialist, you'll be responsible for: * Enhancing or developing a comprehensive knowledge base for client-owned applications, ensuring seamless support and efficient incident management. * Designing and delivering engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities, empowering our team to excel in their roles. * Analyzing common issues and collaborating with the technical support team to ensure incident management processes are effectively structured, minimizing downtime and maximizing productivity. * Providing expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications, serving as a trusted escalation point for common application issues. * Utilizing chat and soft phone features to resolve customer inquiries, concerns, and requests about the agency's mission systems and applications, maintaining an exceptional level of customer service and satisfaction. * Conducting individual research using available resources to provide recommended solutions for various challenges, staying up-to-date with the latest industry trends and best practices. * Adhering to established agency processes and procedures, ensuring compliance and maintaining the highest standards of quality and excellence. * Making scheduled callbacks to customers as per standard procedures, providing timely and effective support to meet their needs. * Staying current with agency system information, changes, and updates as directed, ensuring seamless integration and minimal disruption to our clients' operations. **Qualifications** To succeed in this role, you'll need: * 2+ years of relevant work experience with experience using Salesforce and/or Amazon Connect, with a proven track record of delivering exceptional customer service and support. * Demonstrated experience in developing knowledge articles, creating staff training, and developing quality documentation, showcasing your ability to communicate complex information in a clear and concise manner. * Proficient technical skills with Salesforce, Amazon Connect, and web-based applications, as well as proficiency in MS PowerPoint, Word, and Excel. * Prior experience in a technical support environment – Tier 1 and Tier 2, with a strong understanding of incident management processes and procedures. * Exceptional interpersonal and communication skills, with the ability to build strong relationships with customers, colleagues, and stakeholders. * Superior organizational skills, with the ability to manage multiple projects/tasks, prioritize tasks, and meet deadlines. **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, 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. **Remote Work Opportunities** As a remote employee, you'll enjoy the flexibility to work from anywhere, while still being part of a dynamic and collaborative team. Our remote work setup allows you to maintain a healthy work-life balance, while still delivering exceptional results and contributing to the success of our clients. **Apply Now** If you're a motivated and experienced professional with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and contribute to the development and support of critical applications, shaping the future of federal agency operations. Apply Job! Apply for this job