Experienced Mid-Level Application Support Specialist with Chat Support Expertise for Federal Technical Support Services

Introduction to arenaflex arenaflex is a leading provider of federal technical support services, dedicated to delivering exceptional solutions that drive success. As a key player in the industry, we prioritize innovation, customer satisfaction, and employee growth. Our team is passionate about making a difference, and we're looking for like-minded professionals to join our ranks. If you're eager to take your career to the next level and be part of a dynamic, supportive environment, we invite you to explore this exciting opportunity. Why Join arenaflex? At arenaflex, we believe in investing in our people and providing a comprehensive total rewards package that includes medical, dental, and vision insurance, paid parental leave, and immediate vesting in our 401(k) program. Our employees also enjoy earned bonuses and awards, professional training reimbursement, and a collaborative work environment that fosters growth and development. With flexible work arrangements, including fully remote positions, you'll have the freedom to work from anywhere and maintain a healthy work-life balance. Job Responsibilities As a Mid-Level Application Support Specialist with chat support expertise, you will play a vital role in delivering top-notch support to our clients. Your key responsibilities will include: Enhancing and developing a comprehensive knowledge base for client-owned applications to ensure seamless functionality and user experience Designing and delivering engaging training programs for staff on Salesforce and Amazon Connect functionalities to promote skill development and knowledge sharing Providing expert-level support for Tier 1 and Tier 2 incidents involving relevant applications, utilizing your technical expertise to resolve issues efficiently Serving as an escalation point for common application issues, prioritizing problems appropriately, and ensuring timely resolution to minimize downtime Utilizing chat and soft phone features to assist customers with inquiries regarding agency mission systems, providing exceptional customer service and support Qualifications and Requirements To succeed in this role, you'll need: A minimum of 2 years of relevant work experience with Salesforce and/or Amazon Connect, demonstrating your technical proficiency and ability to adapt to new technologies Demonstrated experience in developing knowledge articles and creating staff training, showcasing your ability to communicate complex information effectively Proven skills in delivering exceptional customer service, with a strong focus on empathy, active listening, and problem-solving Proficient technical skills with Salesforce, Amazon Connect, and web-based applications, as well as excellent troubleshooting and analytical skills Exceptional interpersonal and communication skills, with the ability to work collaboratively with cross-functional teams and build strong relationships with clients and stakeholders Preferred Qualifications To stand out as a candidate, you'll have: Prior experience in a technical support environment, specifically Tier 1 and Tier 2, demonstrating your ability to work in a fast-paced, dynamic setting Superior organizational skills, with the ability to manage multiple projects and tasks simultaneously, prioritize effectively, and meet deadlines Skills and Competencies To excel in this role, you'll need to possess: Strong technical skills, with the ability to learn and adapt to new technologies and systems Excellent communication and interpersonal skills, with the ability to build strong relationships with clients, stakeholders, and team members Proven problem-solving and analytical skills, with the ability to troubleshoot complex issues and develop creative solutions Strong attention to detail, with a focus on quality and accuracy in all aspects of your work Ability to work in a fast-paced, dynamic environment, with a strong focus on customer satisfaction and support Career Growth and Development At arenaflex, we're committed to helping our employees grow and develop in their careers. You'll have access to: Comprehensive training and development programs, designed to enhance your technical and soft skills Opportunities for career advancement and growth, with a clear path for progression and promotion Mentorship and coaching from experienced professionals, who will guide and support you in your role A collaborative and supportive work environment, where you'll be encouraged to share your ideas and contribute to the team's success Work Environment and Company Culture At arenaflex, we pride ourselves on our positive and inclusive company culture. You'll be part of a dynamic team that values: Diversity, equity, and inclusion, with a focus on creating a fair and respectful work environment Collaboration and teamwork, with a strong emphasis on communication, empathy, and mutual support Innovation and creativity, with a willingness to try new approaches and explore new ideas Customer satisfaction and support, with a focus on delivering exceptional service and building strong relationships Compensation, Perks, and Benefits As a valued member of our team, you'll enjoy a comprehensive compensation package that includes: Competitive salary and benefits, with a focus on recognizing and rewarding your contributions Flexible work arrangements, including fully remote positions, to support your work-life balance and well-being Opportunities for professional growth and development, with a clear path for career advancement A supportive and collaborative work environment, with a strong focus on teamwork and mutual respect Conclusion If you're a motivated and experienced application support specialist looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. With our commitment to career growth, comprehensive benefits, and a supportive work environment, you'll have everything you need to succeed and thrive in your role. Join our team and become part of a dynamic and innovative organization that values its employees and is dedicated to making a difference. Apply now and take the first step towards an exciting and rewarding career with arenaflex! Apply for this job