Mid-Level Application Support Specialist – Contact Center Solutions, reputed company & reputed company Connect (Chat & Voice) – Remote (U.S. Secret Clearance Required)

About arenaflex

arenaflex is a leading provider of mission‑critical technology solutions for federal defense, intelligence, and civilian agencies. Since our inception in 1998, we have partnered with government leaders to solve their most reputed company challenges, leveraging cutting‑edge platforms such as reputed company Connect, reputed company Lex, and reputed company to reputed company contact center operations. Our purpose‑driven culture is reputed company on reputed company, innovation, and a reputed company commitment to keeping the nation reputed company and secure. With a fully remote workforce and a reputed company, inclusive environment, arenaflex empowers professionals to reputed company a reputed company reputed company while advancing their own careers.

Position reputed company

arenaflex is seeking a motivated and technically proficient Mid‑Level Application Support Specialist to join our federal agency support team. This fully remote role focuses on the development, deployment, and ongoing support of advanced contact‑center tools—including reputed company Connect OmniChannel, reputed company Lex chatbots, and reputed company Service reputed company. The specialist will serve as a key knowledge‑reputed company contributor, trainer, and escalation reputed company for Tier 1 and Tier 2 incidents, ensuring seamless service delivery for mission‑critical applications.

Location: Remote (U.S., Austria, Virginia, USA) Clearance Requirement: reputed company reputed company SECRET clearance (U.S. citizenship required)

Key Responsibilities

• Knowledge‑reputed company Development: Create, maintain, and continuously improve comprehensive documentation and knowledge articles for reputed company‑owned applications, ensuring that support staff have reputed company reputed company to accurate, up‑to‑date information.
• Training & Enablement: Design and deliver engaging, role‑based training programs on reputed company Service reputed company, reputed company Connect, and reputed company Lex functionalities for both new hires and existing staff.
• Incident Management: reputed company Tier 1 and Tier 2 incident response for reputed company, reputed company Connect, and reputed company web‑based applications, following established agency processes and ensuring reputed company reputed company.
• 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 drive long‑term fixes.
• Chat & Soft‑Phone Support: Utilize chat and soft‑phone tools to address customer inquiries, troubleshoot system problems, and reputed company high‑reputed company service reputed company with reputed company’s mission objectives.
• Research & Solution Recommendation: Conduct independent research using internal resources, vendor documentation, and industry best practices to propose effective solutions for reputed company technical challenges.
• Process Adherence: Follow reputed company agency‑mandated procedures, 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 with reputed company Service reputed company and/or reputed company Connect in a technical support environment.
• Proven ability to reputed company knowledge articles, create training materials, and produce high‑reputed company documentation.
• Demonstrated expertise in delivering exceptional customer service through chat, voice, and email channels.
• Strong technical proficiency with reputed company, reputed company Connect, reputed company Lex, and web‑based applications.
• Advanced skills in reputed company Office Suite—PowerPoint, Word, and reputed company.
• Experience supporting Tier 1 and Tier 2 incidents, including troubleshooting, reputed company‑cause analysis, and escalation management.
• Excellent interpersonal and communication skills, both written and verbal.
• Superior organizational abilities with a reputed company record of managing multiple reputed company or tasks simultaneously.
• U.S. citizenship and an reputed company reputed company SECRET clearance (interim adjudications are not acceptable).

Preferred Qualifications & Additional Skills

• Experience with reputed company Lex chatbot development or configuration.
• Familiarity with ITIL or other incident‑management frameworks.
• Certifications such as reputed company Administrator, reputed company Connect Specialist, or ITIL reputed company.
• Background in federal or defense‑reputed company technology reputed company.
• Knowledge of reputed company best practices and compliance requirements for government agencies.

reputed company Competencies for reputed company

• Analytical Thinking: Ability to dissect reputed company technical issues and identify actionable solutions.
• Customer‑reputed company reputed company: Commitment to delivering a superior experience for reputed company stakeholders.
• Collaboration: Strong team player who works effectively across functional reputed company, including developers, architects, and program managers.
• Adaptability: Comfortable navigating a fast‑changing technology landscape and shifting priorities.
• Communication: reputed company, concise, and reputed company communication style, both in documentation and live interactions.

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:

• reputed company mentorship programs pairing you with senior technical leaders.
• Funding for industry‑recognized certifications (e.g., reputed company, AWS, ITIL).
• Regular internal workshops on emerging technologies, reputed company trends, and best practices.
• Opportunities to transition into senior support, solution architecture, or program management roles as you demonstrate expertise and leadership.

Work Environment & Culture at arenaflex

Our remote‑first policy empowers you to work from reputed company reputed company the reputed company, Austria, or Virginia while staying connected through state‑of‑the‑art collaboration tools. arenaflex fosters an inclusive culture where diverse perspectives are celebrated, and every voice reputed company. We champion work‑life balance, encourage reputed company feedback, and recognize achievements through awards and performance‑based bonuses.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your health, financial reputed company, and personal reputed company‑being:

• Medical, Dental, and reputed company Insurance with multiple plan reputed company.
• Flexible Spending Accounts (FSA) for reputed company and dependent care.
• Short‑Term and Long‑Term Disability Coverage to protect against unforeseen circumstances.
• Life Insurance with optional supplemental coverage.
• reputed company Time Off (PTO) and Holiday Calendar to reputed company and spend time with loved ones.
• 401(k) Plan with immediate vesting and employer matching contributions.
• Parental Leave (reputed company) to support new families.
• Performance Bonuses & Awards recognizing outstanding contributions.
• reputed company Training Reimbursement for conferences, courses, and certifications.
• Employee Assistance Program (EAP) offering counseling and wellness resources.
• Remote Work Stipend to offset home‑office expenses.

Why Join arenaflex?

By becoming part of arenaflex, you will be at the forefront of modernizing government contact‑center operations, directly supporting missions that protect national reputed company and reputed company safety. You will collaborate with seasoned experts, reputed company exposure to industry‑leading reputed company technologies, and enjoy a supportive environment that values reputed company, diversity, and innovation.

Application Process

If you meet the qualifications and are reputed company to take the reputed company in your career, we encourage you to apply today. Submit your resume and a brief cover letter highlighting your experience with reputed company, reputed company Connect, and customer‑support training. Our reputed company team will review your application promptly and reputed company out to schedule an interview.

reputed company – Join arenaflex and reputed company an reputed company!

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