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
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