Introduction to arenaflex
arenaflex is a leading partner to federal defense, intelligence, and civilian leaders, dedicated to tackling the most critical challenges and delivering positive outcomes. With a strong foundation in leveraging existing and emerging technologies to transform enterprises, empower growth, drive innovation, and build sustainable success, arenaflex has been making a significant impact since its inception. As a forward-leaning solutions provider, arenaflex is committed to keeping the nation safe and secure through tailored solutions for each mission. Joining arenaflex means becoming part of a curated group of professionals who are passionate about making a difference.
Job Overview
We are seeking an experienced Mid-Level Application Support Specialist to join our technical support team for a federal agency. This role is pivotal in providing comprehensive development and support for an initiative utilizing Contact Center Tools, including Amazon Connect OmniChannel Contact Center, Amazon Lex Chatbot, and Salesforce Customer Service Incident Management. The ideal candidate will be a collaborative team player looking to take the next step in their career, supporting the launch of new applications, assisting with the development of technical support documentation, and tackling various application support challenges.
Key Responsibilities
- Enhance or develop a comprehensive knowledge base for client-owned applications to ensure seamless support and efficient issue resolution.
- Design and deliver engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities to promote skill development and knowledge sharing.
- Analyze common issues and assist in ensuring incident management processes are effectively structured to minimize downtime and maximize customer satisfaction.
- Provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications, serving as a subject matter expert and escalation point for complex issues.
- Utilize 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 support.
- Conduct individual research using available resources to provide recommended solutions for various challenges, demonstrating a proactive and resourceful approach to problem-solving.
- Adhere to established agency processes and procedures, ensuring compliance and consistency in support operations.
- Make scheduled callbacks to customers as per standard procedures, following up on issues and ensuring customer needs are met.
- Stay current with agency system information, changes, and updates as directed, maintaining up-to-date knowledge and expertise in supported applications and systems.
Qualifications and Requirements
To be successful in this role, candidates must meet the following requirements:
- 2+ years of relevant work experience with experience using Salesforce and/or Amazon Connect, demonstrating a strong foundation in application support and technical expertise.
- Demonstrated experience in developing knowledge articles, creating staff training, and developing quality documentation, showcasing writing and communication skills.
- Demonstrated skills in delivering exceptional customer service, with a focus on resolving issues efficiently and effectively while maintaining a high level of customer satisfaction.
- Proficient technical skills with Salesforce, Amazon Connect, and web-based applications, as well as MS PowerPoint, Word, and Excel, demonstrating a strong technical skill set and ability to learn new tools and technologies.
- Prior experience in a technical support environment - Tier 1 and Tier 2, with a proven track record of providing expert-level support and resolving complex issues.
- Exceptional interpersonal and communication skills, with the ability to work collaboratively with team members, communicate effectively with customers, and provide clear and concise documentation and training.
- Superior organizational skills, with the ability to manage multiple projects and tasks, prioritize effectively, and meet deadlines in a fast-paced and dynamic environment.
Preferred Qualifications
- Experience working in a federal agency or government contracting environment, with knowledge of relevant policies, procedures, and regulations.
- Familiarity with IT service management frameworks and best practices, such as ITIL, demonstrating a commitment to continuous improvement and service excellence.
- Certifications in Salesforce, Amazon Connect, or related technologies, showcasing a dedication to professional development and technical expertise.
Career Growth and Development
At arenaflex, we are committed to the growth and development of our employees. As a Mid-Level Application Support Specialist, you will have opportunities to:
- Develop your technical skills and expertise in Salesforce, Amazon Connect, and other supported applications and systems.
- Take on additional responsibilities and contribute to the development of new applications and initiatives.
- Collaborate with cross-functional teams to drive innovation and improve support operations.
- Participate in training and professional development programs to enhance your skills and knowledge.
Work Environment and Culture
arenaflex offers a dynamic and supportive work environment that values diversity, equity, and inclusion. As a remote team member, you will be part of a collaborative and flexible work environment that prioritizes work-life balance and employee well-being. Our culture is built on a foundation of:
- Respect and empathy for our customers, colleagues, and community.
- A commitment to excellence and continuous improvement in all aspects of our work.
- A focus on innovation and creativity, encouraging new ideas and approaches.
- A dedication to diversity, equity, and inclusion, fostering a workplace that is welcoming and inclusive to all.
Compensation and Benefits
arenaflex offers a comprehensive total rewards package, including:
- Competitive salary and bonus structure.
- Medical, Dental, and Vision Insurance.
- Flexible Spending Accounts.
- Short-Term and Long-Term Disability Insurance.
- Life Insurance.
- Paid Time Off and Holidays.
- Earned Bonuses and Awards.
- Professional Training Reimbursement.
- Paid Parking.
- Employee Assistance Program.
Conclusion
If you are a motivated and experienced application support specialist looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. As a Mid-Level Application Support Specialist, you will play a critical role in supporting the launch of new applications, developing technical support documentation, and providing expert-level support to our customers. With a strong foundation in application support, technical expertise, and exceptional customer service skills, you will be an invaluable asset to our team. Join us at arenaflex and become part of a dynamic and supportive team that is dedicated to making a difference.
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