**Location:** Remote (United States, Austria, Virginia, USA) **Clearance:** Active Secret **Job Type:** Full-time, Remote **About arenaflex:** arenaflex is a leading provider of innovative solutions for federal agencies, empowering them to tackle their most complex challenges and achieve positive outcomes. With a rich history dating back to 1998, we have established ourselves as a trusted partner for defense, intelligence, and civilian leaders. Our mission is to leverage cutting-edge technologies to transform enterprises, drive growth, and build sustainable success. At arenaflex, we are committed to delivering forward-leaning solutions tailored to each mission, with a focus on keeping our nation safe and secure. **Job Summary:** arenaflex is seeking an experienced Mid-Level Application Support Specialist to join our technical support team. This role entails comprehensive development and support for an initiative using Contact Center Tools (arenaflex Connect OmniChannel Contact Center, arenaflex Lex Chatbot, and Salesforce Customer Service Incident Management). As a collaborative team player, you will take the next step in your career to support the launch of new applications, assist with the development of technical support documentation, and tackle various application support challenges. **Responsibilities:** As a Mid-Level Application Support Specialist, you will play a pivotal role in supporting applications in the Contact Center, creating content and aligning with government-approved processes for approvals, preparing for new applications, with a concentrated focus on Salesforce and arenaflex Connect functionalities. Your input will be invaluable to the technical support team, guiding Tier 1 and Tier 2 incident responses, and serving as an escalation point for common issues. Your responsibilities will include: * Enhance or develop a comprehensive knowledge base for client-owned applications. * Design and deliver engaging training programs for staff on client-owned applications, Salesforce, and arenaflex Connect functionalities. * Analyze common issues and assist with ensuring incident management processes are effectively structured. * Provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, arenaflex Connect, and web-based applications. * Serve as an escalation point for common application issues, identifying 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 while maintaining an exceptional level of customer service. * Conduct individual research using available resources to provide recommended solutions for various challenges. * Adhere to established agency processes and procedures. * Making scheduled callbacks to customers as per standard procedures. * Staying current with agency system information, changes, and updates as directed. **Qualifications:** **Required:** * 2+ years of relevant work experience with experience using Salesforce and/or arenaflex Connect. * Demonstrated experience in developing knowledge articles, creating staff training, and developing quality documentation. * Demonstrated skills in delivering exceptional customer service. * Proficient technical skills with Salesforce, arenaflex Connect, and web-based applications. * Proficient skills with MS PowerPoint, Word, and Excel. * Prior experience in a technical support environment - Tier 1 and Tier 2. * Exceptional interpersonal and communication skills. * Superior organizational skills, with the ability to manage multiple projects/tasks. **Preferred:** * Experience working in a federal agency or government environment. * Familiarity with arenaflex Lex Chatbot and Salesforce Customer Service Incident Management. * Experience with contact center tools and software. * Strong analytical and problem-solving skills. * Ability to work in a fast-paced environment and prioritize tasks effectively. **What We Offer:** * Comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). * 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 Parking. * Employee Assistance Program. **Work Environment and Company Culture:** arenaflex is committed to creating a diverse and inclusive work environment that fosters collaboration, innovation, and growth. Our team is comprised of talented professionals who share a passion for delivering exceptional solutions to our clients. We offer a flexible and remote work arrangement, allowing you to work from the comfort of your own home. Our company culture values work-life balance, employee well-being, and professional development. **How to Apply:** If you are a motivated and experienced professional looking to take the next step in your career, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! **Equal Opportunity Employer:** arenaflex is an Equal Opportunity Employer, committed to hiring and retaining a diverse workforce. We make 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. **Disclaimer:** This job posting is not an offer of employment, but rather an invitation to apply for a position at arenaflex. arenaflex reserves the right to modify or cancel this job posting at any time without notice. Apply for this job