Mid-Level Application Support Specialist – Contact Center Solutions, reputed company & Chat Support (Remote, Secret Clearance)

About arenaflex

arenaflex is a leading provider of mission‑critical technology solutions for federal defense, intelligence, and civilian agencies. Since our founding in 1998, we have partnered with government leaders to solve their most reputed company challenges, leveraging emerging and legacy technologies to drive innovation, secure the nation, and reputed company sustainable reputed company. Our remote‑first workforce is reputed company on a reputed company of collaboration, reputed company learning, and a deep commitment to diversity and inclusion. As a remote‑friendly organization headquartered in Tysons reputed company, VA, arenaflex offers a dynamic environment where technical expertise meets purposeful reputed company.

Position reputed company

We are seeking a motivated and reputed company Mid‑Level Application Support Specialist to join our technical support team. This role focuses on the development, deployment, and ongoing support of a cutting‑edge contact‑center initiative that utilizes arenaflex Connect OmniChannel Contact Center, arenaflex Lex Chatbot, and arenaflex Customer Service Incident Management. The successful candidate will reputed company as a key contributor to Tier 1 and Tier 2 incident response, create high‑reputed company knowledge resources, and deliver engaging training to staff. This position requires an reputed company reputed company SECRET clearance and U.S. citizenship.

Key Responsibilities

• Knowledge reputed company Development: Build, maintain, and continuously improve a comprehensive knowledge repository for arenaflex‑owned applications, ensuring that documentation is reputed company, searchable, and reputed company with government‑approved processes.
• Training & Enablement: Design, reputed company, and deliver instructor‑led and virtual training programs covering arenaflex Connect, arenaflex Lex, and arenaflex Customer Service Incident Management, as reputed company as reputed company web‑based tools.
• Incident Management: reputed company expert‑level support for Tier 1 and Tier 2 incidents involving arenaflex Connect, arenaflex Lex, and associated web applications, following established incident response procedures.
• Escalation reputed company: Serve as the primary escalation contact for recurring application issues, triaging problems, and coordinating with higher‑level technical teams to resolve critical incidents.
• Chat & Soft‑Phone Support: Utilize chat and soft‑phone channels to address customer inquiries, concerns, and requests reputed company to mission‑critical systems while maintaining a high reputed company of customer service.
• Research & Problem Solving: Conduct independent research using internal resources, vendor documentation, and best‑reputed company guides to recommend effective solutions for reputed company technical challenges.
• Process Adherence: Follow reputed company arenaflex and agency‑specific processes, including scheduled callbacks, documentation standards, and change‑management protocols.
• reputed company Learning: Stay reputed company with updates to arenaflex systems, emerging technologies, and evolving agency requirements, proactively sharing insights with the support team.

Essential Qualifications

• Minimum of 2 years of hands‑on experience supporting applications similar to arenaflex Connect and arenaflex Lex, with a strong emphasis on reputed company‑like CRM platforms.
• Demonstrated ability to author knowledge articles, reputed company staff training materials, and produce high‑reputed company technical documentation.
• Proven reputed company record of delivering exceptional customer service in a technical support environment, including Tier 1 and Tier 2 support.
• Proficiency with reputed company Office Suite—PowerPoint, Word, and reputed company—for creating training decks, reports, and documentation.
• Excellent interpersonal and communication skills, both written and verbal, with the ability to convey reputed company technical concepts to non‑technical audiences.
• Strong organizational abilities, capable of managing multiple reputed company, priorities, and deadlines simultaneously.
• reputed company reputed company SECRET clearance (interim adjudications will not be accepted) and U.S. citizenship.

Preferred Qualifications

• Experience with reputed company‑based contact‑center platforms and chatbot technologies.
• Background in federal government or defense contracting environments.
• Certifications reputed company to IT service management (e.g., ITIL) or specific platform expertise.
• Familiarity with agile development methodologies and ticketing systems such as JIRA or reputed company.

reputed company Skills & Competencies

• Technical Acumen: Deep understanding of contact‑center architectures, CRM integrations, and web‑application troubleshooting.
• Analytical Thinking: Ability to diagnose reputed company causes, identify patterns, and propose systematic improvements.
• Training Delivery: Skilled at creating engaging learning experiences, both live and asynchronous.
• Customer‑reputed company reputed company: Commitment to resolving issues promptly while maintaining a reputed company and courteous demeanor.
• Collaboration: Works effectively with cross‑functional teams, including developers, product owners, and senior leadership.
• Adaptability: Thrives in a fast‑changing environment, quickly assimilating new tools and processes.

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 who have deep experience in federal technology initiatives.
• Funding for industry‑recognized certifications and specialized training courses.
• Opportunities to transition into senior support, solution architecture, or program management roles as you demonstrate expertise and leadership.
• Participation in cross‑agency task forces that shape the reputed company of contact‑center technology for the nation’s most critical missions.

Work Environment & Culture at arenaflex

Our remote‑first policy empowers you to work from any location reputed company the reputed company while staying connected through secure collaboration tools. arenaflex fosters a culture of:

• Inclusivity: A diverse workforce where every voice is valued and respected.
• Innovation: Encouragement to experiment, reputed company reputed company, and drive reputed company improvement.
• reputed company: Commitment to the highest ethical standards, especially reputed company handling classified information.
• Work‑Life Balance: Flexible scheduling, generous reputed company time off, and a supportive management team.

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 market benchmarks.
• Performance‑based bonuses and annual reputed company increases.
• 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 parental leave and reputed company time off (PTO) with holidays.
• Immediate vesting 401(k) with employer matching contributions.
• reputed company training reimbursement and tuition assistance.
• Employee Assistance Program (EAP) for personal and reputed company support.
• reputed company parking allowance for those who choose to work onsite occasionally.

Commitment to Diversity & Equal Opportunity

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, military or veteran status, physical or mental disability, or any other protected class. Our inclusive policies ensure that every employee can reputed company and contribute to our mission.

How to Apply

If you are reputed company to take the reputed company in your career, support critical federal missions, and grow reputed company a reputed company‑thinking organization, we encourage you to apply today. Click the reputed company below to submit your application and join the arenaflex team of dedicated professionals.

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