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Join arenaflex as a Mid-Level Application Support Specialist
Are you ready to take your technical support career to the next level? arenaflex is seeking a talented and motivated Mid-Level Application Support Specialist to join our dynamic technical support team. In this role, you will play a critical part in supporting cutting-edge Contact Center applications for a prestigious federal agency, working with industry-leading technologies including Amazon Connect OmniChannel Contact Center, Amazon Lex Chatbot, and Salesforce Customer Service Incident Management.
At arenaflex, we partner with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. 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. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.
This is a fantastic opportunity for a technical support professional who thrives in a collaborative environment and is passionate about delivering exceptional customer service. If you're looking for a role where you can grow your expertise, develop your skills, and make a meaningful impact, we want to hear from you!
Position Overview
As a Mid-Level Application Support Specialist at arenaflex, you will be responsible for providing comprehensive support for applications used in a federal agency's Contact Center operations. This position requires a unique blend of technical expertise, customer service skills, and the ability to work effectively in a fast-paced, mission-critical environment.
You will be working with Salesforce and Amazon Connect functionalities, serving as a subject matter expert and escalation point for common application issues. Your contributions will directly impact the agency's ability to serve its constituents effectively while maintaining the highest standards of security and professionalism.
Key Responsibilities
Your day-to-day responsibilities will be diverse and engaging, offering you the opportunity to leverage your technical skills while developing new competencies. Here's what you can expect:
- Knowledge Base Development: Enhance or develop a comprehensive knowledge base for client-owned applications, creating detailed documentation that empowers support staff to resolve issues efficiently and consistently.
- Training Program Delivery: Design and deliver engaging training programs for staff on client-owned applications, Salesforce functionalities, and Amazon Connect features. Your ability to communicate complex technical concepts clearly will be invaluable.
- Incident Management Support: Analyze common issues and assist with ensuring incident management processes are effectively structured, helping to streamline operations and improve response times.
- Technical Support Excellence: Provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications. You will serve as an escalation point for common application issues, identifying and escalating priority issues to appropriate teams.
- Customer Interaction: 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.
- Research and Problem Solving: Conduct individual research using available resources to provide recommended solutions for various challenges, contributing to continuous improvement of support processes.
- Process Adherence: Adhere to established agency processes and procedures, ensuring compliance with all security and operational guidelines.
- Follow-up Support: Make scheduled callbacks to customers as per standard procedures, ensuring complete resolution of issues and customer satisfaction.
- Continuous Learning: Stay current with agency system information, changes, and updates as directed, maintaining your technical currency and awareness of evolving requirements.
Required Qualifications
To succeed in this role, you must possess the following qualifications:
- Professional Experience: A minimum of 2+ years of relevant work experience with hands-on experience using Salesforce and/or Amazon Connect platforms.
- Documentation Skills: Demonstrated experience in developing knowledge articles, creating staff training materials, and developing quality documentation that meets professional standards.
- Customer Service Excellence: Demonstrated skills in delivering exceptional customer service, with a track record of maintaining high satisfaction levels.
- Technical Proficiency: Proficient technical skills with Salesforce, Amazon Connect, and web-based applications. You should be comfortable navigating these platforms and troubleshooting common issues.
- Microsoft Office Proficiency: Proficient skills with MS PowerPoint, Word, and Excel for documentation, reporting, and presentation purposes.
- Support Experience: Prior experience in a technical support environment at Tier 1 and Tier 2 levels, with a solid understanding of incident management workflows.
- Communication Skills: Exceptional interpersonal and communication skills, both written and verbal, enabling effective interaction with customers, team members, and stakeholders.
- Organizational Abilities: Superior organizational skills, with the ability to manage multiple projects and tasks simultaneously while maintaining attention to detail and quality.
- Security Clearance: 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.
Preferred Qualifications
While the following qualifications are not required, they would be highly valued and could set you apart from other candidates:
- Additional certifications in Salesforce or Amazon Connect technologies
- Experience supporting federal government agencies or defense contractors
- Knowledge of Amazon Lex Chatbot functionality
- Experience with ITIL incident management processes
- Previous experience in a mission-critical support environment
- Familiarity with government approval processes and compliance requirements
Skills and Competencies for Success
Beyond formal qualifications, we are looking for candidates who demonstrate the following competencies:
- Technical Aptitude: You should have a natural curiosity about technology and the ability to quickly learn and adapt to new systems and processes.
- Problem-Solving Skills: Strong analytical skills with the ability to identify root causes of issues and develop effective solutions.
- Customer Focus: A genuine commitment to customer satisfaction and the ability to remain calm and professional under pressure.
- Team Player: Collaborative mindset with the ability to work effectively as part of a team and support colleagues across different tiers.
- Attention to Detail: Meticulous approach to documentation and process adherence, understanding the importance of accuracy in a federal environment.
- Time Management: Excellent organizational skills with the ability to prioritize tasks effectively and meet deadlines.
- Adaptability: Flexibility to handle changing priorities and unexpected challenges in a dynamic support environment.
Career Growth Opportunities
At arenaflex, we believe in investing in our people and supporting their professional development. This role offers numerous opportunities for growth and advancement:
- Technical Specialization: Develop deep expertise in Salesforce and Amazon Connect technologies, positioning yourself as a subject matter expert.
- Leadership Development: As you demonstrate your capabilities, you may have opportunities to mentor junior team members and lead special initiatives.
- Career Advancement: This role serves as an excellent foundation for progression into senior support positions, technical lead roles, or management opportunities within arenaflex.
- Professional Certification: We support ongoing professional development and may provide funding for relevant certifications and training programs.
- Cross-Functional Exposure: Work with diverse teams and stakeholders, gaining valuable experience across different areas of the business.
Work Environment and Culture
At arenaflex, we foster a supportive and inclusive work environment where every team member is valued and respected. Here's what you can expect:
- Remote Work: This position is fully remote, giving you the flexibility to work from the comfort of your home office while staying connected with your team.
- Collaborative Culture: Work alongside talented professionals who are passionate about what they do and committed to delivering excellence.
- Mission Impact: Take pride in knowing that your work directly supports critical federal agency operations and contributes to keeping the nation safe and secure.
- Work-Life Balance: We understand the importance of balance and offer flexible arrangements to support your well-being.
- Diversity and Inclusion: 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.
Compensation and Benefits
arenaflex offers a comprehensive total rewards package designed to support your well-being, financial security, and professional growth:
- Competitive Compensation: We offer competitive salaries commensurate with experience and qualifications.
- Health Insurance: Comprehensive Medical, Dental, and Vision Insurance coverage for you and your family.
- Financial Security: Short-Term and Long-Term Disability Insurance, along with Life Insurance to protect your future.
- Retirement Benefits: Immediate vesting in our 401(k) plan to help you save for retirement.
- Paid Time Off: Generous Paid Time Off and Holidays to rest and recharge.
- Family Support: Paid parental leave to support you during important life events.
- Performance Rewards: Earned Bonuses & Awards to recognize your contributions and achievements.
- Professional Development: Professional Training Reimbursement to support your ongoing learning and growth.
- Convenience Benefits: Paid Parking to make your commute easier.
- Wellness Support: Employee Assistance Program to support your mental health and well-being.
- Flexible Spending: Flexible Spending Accounts to help you manage healthcare and dependent care expenses.
Ready to Make an Impact?
If you're a technical support professional who is looking for a challenging and rewarding opportunity where you can grow your career, we invite you to apply for this position. At arenaflex, you'll be part of a curated group of professionals who are dedicated to delivering exceptional results for our federal clients.
This is your chance to join a team that values excellence, innovation, and commitment to mission success. You'll have the opportunity to work with cutting-edge technologies, develop your expertise, and make a meaningful impact in supporting critical government operations.
We encourage you to apply today and take the next step in your career with arenaflex. Together, we can continue to transform enterprises, drive innovation, and build sustainable success for our clients.
arenaflex is an Equal Opportunity Employer committed to diversity and inclusion. We welcome applications from all qualified individuals.