Experienced Mid-Level Application Support Specialist - Chat Support & Contact Center Expertise

Join blithequark's Technical Support Team as a Mid-Level Application Support Specialist

Are you a seasoned IT professional looking for a challenging and rewarding role in a dynamic and fast-paced environment? Do you have a passion for delivering exceptional customer service and supporting complex applications? blithequark is seeking an experienced Mid-Level Application Support Specialist to join our technical support team in supporting a federal agency. As a key member of our team, you will play a pivotal role in ensuring the smooth operation of critical applications and providing top-notch support to clients.

About blithequark and the Industry

blithequark is a leading partner to federal defense, intelligence, and civilian leaders, helping them tackle their most pressing challenges and deliver positive outcomes. With a focus on leveraging existing and emerging technologies, blithequark empowers growth, drives innovation, and builds sustainable success for its clients. As a Mid-Level Application Support Specialist at blithequark, you will be part of a curated group of professionals dedicated to delivering forward-leaning solutions that keep our nation safe and secure.

Key Responsibilities

As a Mid-Level Application Support Specialist, you will be responsible for providing comprehensive support for applications in the Contact Center, creating content, and aligning with government-approved processes for approvals. Your primary focus will be on Salesforce and Amazon Connect functionalities, and you will play a critical role in guiding Tier 1 and Tier 2 incident responses and serving as an escalation point for common issues.

• Enhance or develop a comprehensive knowledge base for client-owned applications, ensuring that documentation is accurate, up-to-date, and easily accessible.
• Design and deliver engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities, promoting a culture of continuous learning and improvement.
• Analyze common issues and assist with ensuring incident management processes are effectively structured, identifying areas for improvement and implementing changes as needed.
• Provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications, resolving complex issues and escalating priority issues to appropriate teams.
• Utilize chat and soft phone features to resolve customer inquiries, concerns, and requests about the agency's mission systems and applications, maintaining an exceptional level of customer service.
• Conduct individual research using available resources to provide recommended solutions for various challenges, demonstrating a proactive and resourceful approach to problem-solving.
• Adhere to established agency processes and procedures, ensuring compliance and consistency in all aspects of your work.
• Make scheduled callbacks to customers as per standard procedures, ensuring timely follow-up and resolution of issues.
• Stay current with agency system information, changes, and updates as directed, maintaining a high level of situational awareness and adaptability.

Essential Qualifications

To be successful in this role, you will need to possess a combination of technical, business, and interpersonal skills. The ideal candidate will have:

• 2+ years of relevant work experience with experience using Salesforce and/or Amazon Connect, demonstrating a strong understanding of these technologies and their applications.
• Demonstrated experience in developing knowledge articles, creating staff training, and developing quality documentation, showcasing your ability to communicate complex information effectively.
• Proficient technical skills with Salesforce, Amazon Connect, and web-based applications, with the ability to troubleshoot and resolve complex technical issues.
• Prior experience in a technical support environment - Tier 1 and Tier 2, providing a solid foundation in incident management and customer support.
• Exceptional interpersonal and communication skills, with the ability to work effectively with clients, stakeholders, and team members.
• Superior organizational skills, with the ability to manage multiple projects/tasks and prioritize effectively.
• Proficiency in MS PowerPoint, Word, and Excel, with the ability to create engaging and informative presentations and documents.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Experience working in a federal agency or defense/intelligence community, providing a deep understanding of the unique challenges and requirements of these environments.
• Certifications in Salesforce, Amazon Connect, or related technologies, demonstrating a commitment to ongoing learning and professional development.
• Experience with Contact Center Tools, including Amazon Connect OmniChannel Contact Center and Amazon Lex Chatbot, showcasing your ability to work with complex technologies.

Skills and Competencies

To excel in this role, you will need to possess a range of skills and competencies, including:

• Technical expertise: Salesforce, Amazon Connect, web-based applications, and related technologies.
• Communication and interpersonal skills: ability to work effectively with clients, stakeholders, and team members.
• Problem-solving and analytical skills: ability to troubleshoot complex technical issues and provide recommended solutions.
• Organizational and time management skills: ability to manage multiple projects/tasks and prioritize effectively.
• Customer service skills: ability to deliver exceptional customer service and support.

Career Growth Opportunities and Learning Benefits

As a Mid-Level Application Support Specialist at blithequark, you will have access to a range of career growth opportunities and learning benefits, including:

• Professional training reimbursement: blithequark offers reimbursement for professional training and certifications, supporting your ongoing learning and development.
• Mentorship and coaching: you will receive guidance and support from experienced professionals, helping you to develop your skills and expertise.
• Career advancement opportunities: blithequark is committed to promoting from within, providing opportunities for career advancement and growth.

Work Environment and Company Culture

blithequark is a dynamic and fast-paced organization that values collaboration, innovation, and customer satisfaction. As a remote worker, you will be part of a distributed team that is committed to delivering exceptional results and supporting each other in achieving our goals.

blithequark offers a comprehensive total rewards package, including:

• Medical, Dental & Vision Insurance
• Flexible Spending Accounts
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Paid Time Off & Holidays
• Earned Bonuses & Awards
• Professional Training Reimbursement
• Paid Parental Leave
• Immediate vesting in 401(k)
• Employee Assistance Program

Conclusion

If you are a motivated and experienced IT professional looking for a challenging and rewarding role, 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 complex applications and delivering exceptional customer service. Join our team and be part of a curated group of professionals dedicated to delivering forward-leaning solutions that keep our nation safe and secure.

To be considered for this role, you must be a U.S. citizen and hold an active Department of Defense SECRET clearance.

blithequark is an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.