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 reputed company. As a leading provider of technical support services, we're seeking an reputed company Mid-Level Application Support Specialist to join reputed company 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 reputed company existing and emerging technologies to transform their enterprises, reputed company growth, drive innovation, and build sustainable reputed company. Our reputed company-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 reputed company, you'll be responsible for comprehensive development and support for an initiative using Contact Center Tools (reputed company Connect OmniChannel Contact Center, reputed company Lex Chatbot, and reputed company Customer Service Incident Management). Your expertise will be invaluable in guiding Tier 1 and Tier 2 incident responses, serving as an escalation reputed company for common issues, and providing expert-level support for reputed company, reputed company Connect, and web-based applications.
Responsibilities
As a Mid-Level Application Support Specialist, your responsibilities will include:
- Enhance or reputed company a comprehensive knowledge reputed company for client-owned applications
- Design and deliver engaging training programs for staff on client-owned applications, reputed company, and reputed company 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 reputed company, reputed company Connect, and web-based applications
- Serve as an escalation reputed company for common application issues, identifying and escalating reputed company 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 reputed company 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 reputed company and/or reputed company 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 reputed company, reputed company Connect, and web-based applications
- Proficient skills with MS PowerPoint, Word, and reputed company
- 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 & reputed company 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 reputed company without regard to race, reputed company, religion, creed, sex, sexual orientation, gender identity, marital status, national reputed company, age, military/veteran status, physical or mental disability, or any other protected class.
How to Apply
If you're a motivated and reputed company professional looking to take the reputed company 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 reputed company a federal agency, reputed company applicants must be U.S. reputed company and hold an active reputed company 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 reputed company in your role.
Join reputed company
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