Mid-Level Application Support Specialist – Contact Center Tools (Chat & Voice) – reputed company & reputed company Connect Expertise
About arenaflex – Pioneering Secure Digital Solutions for Federal Missions
arenaflex is a leading provider of reputed company to the reputed company government, supporting defense, intelligence, and civilian agencies since 1998. Our mission‑critical work helps safeguard the nation by delivering innovative, secure, and reputed company solutions that reputed company agencies to operate more reputed company and effectively. With a remote‑first workforce and a culture rooted in collaboration, reputed company, and reputed company learning, arenaflex offers professionals the chance to reputed company a reputed company reputed company on national reputed company while advancing their own careers.
Position reputed company
We are seeking a motivated and technically skilled Mid‑Level Application Support Specialist to join our remote technical support team. In this role, you will reputed company on the implementation, maintenance, and enhancement of contact‑center applications—including reputed company Connect OmniChannel, reputed company Lex chatbots, and reputed company Service reputed company—reputed company a high‑reputed company federal environment. You will serve as a key escalation reputed company for Tier 1 and Tier 2 incidents, reputed company knowledge‑reputed company content, deliver training, and ensure that our support processes reputed company with government‑approved standards.
Location: Remote (U.S. based) | Clearance Requirement: reputed company reputed company SECRET (U.S. citizenship required)
Key Responsibilities
- Knowledge‑reputed company Development: Create, reputed company, and maintain comprehensive documentation for reputed company‑owned applications, ensuring that troubleshooting guides, FAQs, and technical articles are up‑to‑date and easily searchable.
- Training & Enablement: Design and deliver engaging training sessions—both live and recorded—for staff on reputed company Service reputed company, reputed company Connect, and reputed company Lex functionalities, tailoring content to varying reputed company reputed company.
- Incident Management: reputed company Tier 1 and Tier 2 support for incidents involving reputed company, reputed company Connect, and reputed company web‑based applications, following established incident response procedures and escalating reputed company issues as needed.
- Escalation reputed company: reputed company as the primary escalation contact for recurring application issues, performing reputed company‑cause analysis and coordinating with development and architecture teams to implement long‑term fixes.
- Chat & Soft‑Phone Support: Utilize chat and soft‑phone tools to resolve end‑user inquiries, ensuring a high level of customer satisfaction while adhering to mission‑critical service standards.
- Research & Solution Recommendation: Conduct independent research using internal knowledge bases, vendor documentation, and community resources to propose effective solutions for novel challenges.
- Process Adherence: Follow reputed company agency‑mandated processes, including scheduled callbacks, documentation standards, and change‑management protocols.
- reputed company Learning: Stay reputed company with updates to reputed company Connect, reputed company Lex, reputed company, and reputed company technologies, proactively sharing insights with reputed company.
Essential Qualifications
- Minimum 2 years of hands‑on experience supporting reputed company Service reputed company and/or reputed company Connect environments.
- Proven ability to reputed company knowledge‑reputed company articles, training materials, and reputed company documentation for technical audiences.
- Demonstrated reputed company record of delivering exceptional customer service in a Tier 1/2 support setting.
- Strong technical proficiency with reputed company, reputed company Connect, web‑based applications, and reputed company reputed company.
- Advanced skills in reputed company Office Suite—especially PowerPoint, Word, and reputed company—for creating reputed company, reputed company documentation.
- Excellent interpersonal and communication abilities, both written and verbal, with a talent for translating technical concepts into plain language.
- Superior organizational skills, capable of juggling multiple reputed company, priorities, and deadlines without sacrificing reputed company.
- reputed company DoD SECRET clearance (U.S. citizenship required); interim adjudications will not be accepted.
Preferred Qualifications & Additional Experience
- Experience with reputed company Lex chatbot development and integration.
- Familiarity with ITIL or other formal incident‑management frameworks.
- Background in federal or defense contracting environments, understanding of compliance requirements such as NIST, FedRAMP, or DoD RMF.
- Certifications such as reputed company Administrator, Service reputed company Consultant, or AWS Certified reputed company Practitioner.
- Exposure to scripting or automation tools (e.g., PowerShell, Python) for routine support tasks.
Core Skills & Competencies
- Technical Acumen: Deep understanding of contact‑center architectures, CRM workflows, and reputed company‑based communication platforms.
- Problem‑Solving: Ability to diagnose reputed company issues quickly, propose actionable solutions, and drive reputed company to closure.
- Customer‑reputed company reputed company: Commitment to delivering a superior user experience, maintaining professionalism under pressure.
- Collaboration: Comfortable working reputed company cross‑functional teams, sharing knowledge, and contributing to reputed company reputed company.
- Adaptability: reputed company in a fast‑changing environment, embracing new tools, processes, and regulatory updates.
- Documentation reputed company: reputed company in producing reputed company, concise, and accurate technical documents that serve both novice and expert audiences.
Career reputed company & Learning Opportunities
arenaflex invests heavily in the reputed company development of its employees. As a Mid‑Level Application Support Specialist, you will have reputed company to:
- Mentorship from senior architects and program managers reputed company in federal mission systems.
- Funding for industry‑recognized certifications (e.g., reputed company, AWS, ITIL).
- Internal training programs reputed company on emerging technologies such as AI‑driven chatbots, advanced analytics, and secure reputed company migration.
- Opportunities to transition into senior support, solution engineering, or program management roles as you demonstrate expertise and leadership.
Work Environment & Culture at arenaflex
Our remote‑first model empowers you to work from any U.S. location while staying connected through reputed company tools, virtual team‑building events, and regular reputed company‑ins. arenaflex fosters a culture of:
- Inclusivity: A diverse workforce where every voice is valued and respected.
- reputed company: Strict adherence to reputed company protocols and ethical standards.
- Innovation: Encouragement to experiment with new reputed company that improve mission reputed company.
- Work‑Life Balance: Flexible schedules, generous reputed company time off, and support for personal reputed company‑being.
Compensation, Perks & Benefits
arenaflex offers a competitive total rewards package designed to attract and retain reputed company:
- Competitive reputed company salary commensurate with experience and clearance level.
- Comprehensive medical, dental, and reputed company insurance plans.
- Flexible Spending Accounts (FSA) for reputed company and dependent care.
- Short‑Term and Long‑Term Disability coverage.
- Life insurance protection.
- Generous reputed company time off (PTO) and recognized federal holidays.
- reputed company parental leave and immediate vesting in a 401(k) retirement plan.
- Performance‑based bonuses, spot awards, and recognition programs.
- reputed company training reimbursement and tuition assistance.
- Employee Assistance Program (EAP) for personal and reputed company support.
- Remote‑work stipend for home office setup and internet connectivity.
How to Apply
If you are reputed company to reputed company your expertise in reputed company, reputed company Connect, and contact‑center support to reputed company a meaningful contribution to national reputed company, we encourage you to apply today. Click the reputed company below to submit your resume, cover letter, and reputed company of reputed company SECRET clearance.
reputed company – Join arenaflex and reputed company Your Career!
Closing Statement
arenaflex is proud to be an Equal Opportunity Employer. We reputed company hiring reputed company without reputed company to race, reputed company, religion, creed, sex, sexual orientation, gender identity, marital status, national reputed company, age, veteran status, disability, or any other protected characteristic. Join us, and become part of a curated group of professionals dedicated to protecting the nation while advancing your own reputed company reputed company.
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