Mid-Level Application Support Specialist (with Chat Support)

Employer Industry: Federal Technical Support Services

Why consider this job opportunity:
• Opportunity for career advancement and growth within the organization
• Comprehensive total rewards package, including medical, dental, and vision insurance
• Paid parental leave and immediate vesting in the 401(k)
• Earned bonuses and awards, along with professional training reimbursement
• Supportive and collaborative work environment
• Flexible work arrangements with a fully remote position

What to Expect (Job Responsibilities):
• Enhance and develop a comprehensive knowledge base for client-owned applications
• Design and deliver engaging training programs for staff on Salesforce and Amazon Connect functionalities
• Provide expert-level support for Tier 1 and Tier 2 incidents involving relevant applications
• Serve as an escalation point for common application issues and prioritize issues appropriately
• Utilize chat and soft phone features to assist customers with inquiries regarding agency mission systems

What is Required (Qualifications):
• Minimum of 2 years of relevant work experience with Salesforce and/or Amazon Connect
• Demonstrated experience in developing knowledge articles and creating staff training
• Proven skills in delivering exceptional customer service
• Proficient technical skills with Salesforce, Amazon Connect, and web-based applications
• Exceptional interpersonal and communication skills

How to Stand Out (Preferred Qualifications):
• Prior experience in a technical support environment, specifically Tier 1 and Tier 2
• Superior organizational skills with the ability to manage multiple projects/tasks

#FederalSupport #TechnicalSupport #RemoteWork #CareerGrowth #DiversityInHiring

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