Overview:
Mid-Level Application Support Specialist (with Chat Support)
Location: Remote
Clearance: Active Secret
Seeking an experienced Mid-Level Application Support Specialist to join our technical support team for a federal agency. This role entails comprehensive development and support for an initiative using Contact Center Tools (Amazon Connect OmniChannel Contact Center, Amazon Lex Chatbot, and Salesforce Customer Service Incident Management). The ideal candidate will be a collaborative team player that wants to take the next step in their career to support the launch of new applications, assist with the development of technical support documentation, and take on various application support challenges.
Due to the sensitivity of this position within a federal agency, all applicants must be U.S. citizens and hold an active Department of Defense SECRET clearance (interim adjudications will not be accepted).
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 Amazon 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 Amazon 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, Amazon 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 Amazon 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, Amazon 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.
Company Overview:
Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.
Integral is headquartered in Tysons Corner, VA and serves clients throughout the country.
We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!
Our package also includes:
· 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
Integral is committed to hiring and retaining a diverse workforce. We are proud to be 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.
