Job Overview
blithequark is seeking an experienced Mid-Level Application Support Specialist to join our technical support team for a federal agency. As a collaborative team player, you will play a pivotal role in supporting applications in the Contact Center, creating content, and aligning with government-approved processes for approvals. You will assist with the development of technical support documentation, take on various application support challenges, and support the launch of new applications.
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). If you're looking for a new challenge and want to take the next step in your career, we encourage you to apply for this exciting opportunity.
Responsibilities
As a Mid-Level Application Support Specialist at blithequark, your responsibilities will include:
- Knowledge Base Development: Enhance or develop a comprehensive knowledge base for client-owned applications, including Salesforce and Amazon Connect functionalities.
- Training Programs: Design and deliver engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities.
- Issue Analysis: Analyze common issues and assist with ensuring incident management processes are effectively structured.
- Expert-Level Support: Provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications.
- Escalation Point: Serve as an escalation point for common application issues, identifying and escalating priority issues to appropriate teams.
- Chat and Soft Phone Support: 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 Solutions: Conduct individual research using available resources to provide recommended solutions for various challenges.
- Adherence to Processes: Adhere to established agency processes and procedures.
- Scheduled Callbacks: Make scheduled callbacks to customers as per standard procedures.
- System Updates: Stay current with agency system information, changes, and updates as directed.
Qualifications
Required Qualifications
To be considered for this role, you must have:
- Relevant Work Experience: 2+ years of relevant work experience with experience using Salesforce and/or Amazon Connect.
- Knowledge Article Development: Demonstrated experience in developing knowledge articles, creating staff training, and developing quality documentation.
- Customer Service Skills: Demonstrated skills in delivering exceptional customer service.
- Technical Skills: Proficient technical skills with Salesforce, Amazon Connect, and web-based applications.
- MS Office Skills: Proficient skills with MS PowerPoint, Word, and Excel.
- Technical Support Experience: Prior experience in a technical support environment - Tier 1 and Tier 2.
- Interpersonal and Communication Skills: Exceptional interpersonal and communication skills.
- Organizational Skills: Superior organizational skills, with the ability to manage multiple projects/tasks.
Preferred Qualifications
We also prefer candidates with:
- Additional Technical Skills: Experience with other cloud-based applications and tools.
- Project Management Experience: Experience managing projects and leading teams.
- Certifications: Relevant certifications in Salesforce, Amazon Connect, or other related technologies.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Mid-Level Application Support Specialist, you will have opportunities to:
- Develop New Skills: Learn new technologies and skills, including Salesforce, Amazon Connect, and web-based applications.
- Advance in Your Career: Take on new challenges and advance in your career with opportunities for promotion and professional growth.
- Collaborate with Colleagues: Work with a team of experienced professionals and collaborate on projects and initiatives.
- Contribute to Innovation: Contribute to the development of new applications and solutions that make a positive impact on our clients and the federal agency.
Work Environment and Company Culture
At blithequark, we pride ourselves on a dynamic and supportive work environment. As a remote employee, you will have the flexibility to work from anywhere and maintain a healthy work-life balance. Our company culture is built on:
- Diversity and Inclusion: We value diversity and inclusion and strive to create a workplace that is welcoming and inclusive to all employees.
- Collaboration and Teamwork: We believe in collaboration and teamwork and encourage employees to work together to achieve common goals.
- Innovation and Creativity: We encourage innovation and creativity and provide opportunities for employees to develop new ideas and solutions.
- Employee Recognition: We recognize and reward employees for their contributions and achievements.
Compensation, Perks, and Benefits
We offer a comprehensive total rewards package, including:
- Competitive Salary: A competitive salary range for this position.
- Medical, Dental, and Vision Insurance: Medical, dental, and vision insurance.
- Flexible Spending Accounts: Flexible spending accounts.
- Short-Term and Long-Term Disability Insurance: Short-term and long-term disability insurance.
- Life Insurance: Life insurance.
- Paid Time Off and Holidays: Paid time off and holidays.
- Earned Bonuses and Awards: Earned bonuses and awards.
- Professional Training Reimbursement: Professional training reimbursement.
- Paid Parking: Paid parking.
- Employee Assistance Program: Employee assistance program.
Conclusion
If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Mid-Level Application Support Specialist, you will play a critical role in supporting applications in the Contact Center and contributing to the growth and development of our team. We look forward to hearing from you and discussing this opportunity further.
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