Mid-Level Application Support Specialist (with Chat Support) – Join blithequark's Dynamic Team

Are you a highly motivated and experienced Application Support Specialist looking for a new challenge? Do you have a passion for delivering exceptional customer service and a knack for resolving complex technical issues? Look no further than blithequark, a leading provider of innovative solutions to federal agencies. We are seeking a talented Mid-Level Application Support Specialist to join our team, working remotely from the United States, Austria, or Virginia (USA). About blithequark blithequark is a forward-thinking company that has been a trusted partner to federal defense, intelligence, and civilian leaders since 1998. Our mission is to help our clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. With a focus on keeping our nation safe and secure, we deliver tailored solutions that meet the unique needs of each mission. Clearance Requirements As a federal agency contractor, this role requires an active Department of Defense SECRET clearance. U.S. citizenship is also a requirement for this position. We will not accept interim adjudications, so please ensure you meet these clearance requirements before applying. Responsibilities As a Mid-Level Application Support Specialist, you will play a critical role in supporting applications in the Contact Center, creating content, and aligning with government-approved processes for approvals. Your responsibilities will include: * Enhancing or developing a comprehensive knowledge base for client-owned applications * Designing and delivering engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities * Analyzing common issues and assisting with ensuring incident management processes are effectively structured * Providing expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications * Serving as an escalation point for common application issues, identifying and escalating priority issues to appropriate teams * Utilizing 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 * Conducting individual research using available resources to provide recommended solutions for various challenges * Adhering 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 To be successful in this role, you will need: * 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 What We Offer At blithequark, we are committed to providing a comprehensive total rewards package that 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 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. Why Join blithequark? At blithequark, we offer a dynamic and supportive work environment that fosters growth and development. Our team is passionate about delivering exceptional results and making a positive impact on our clients' missions. If you are looking for a challenging and rewarding career opportunity, we encourage you to apply. How to Apply If you are a motivated and experienced Application Support Specialist looking for a new challenge, please submit your application through our website. We look forward to reviewing your qualifications and discussing this opportunity further. Contact Information For more information about this role or to discuss your qualifications, please contact our HR team at [insert contact information]. Equal Employment Opportunity blithequark is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity and promotes equal opportunities for all employees. Job Description

Mid-Level Application Support Specialist (with Chat Support)

Join blithequark's dynamic team as a Mid-Level Application Support Specialist, working remotely from the United States, Austria, or Virginia (USA). This role requires an active Department of Defense SECRET clearance and U.S. citizenship.

Responsibilities

• 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
• Make scheduled callbacks to customers as per standard procedures
• Stay current with agency system information, changes, and updates as directed

Qualifications

• 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

What We Offer

• 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

Why Join blithequark?

At blithequark, we offer a dynamic and supportive work environment that fosters growth and development. Our team is passionate about delivering exceptional results and making a positive impact on our clients' missions.

How to Apply

Submit your application through our website. We look forward to reviewing your qualifications and discussing this opportunity further.

Contact Information

For more information about this role or to discuss your qualifications, please contact our HR team at [insert contact information].

Equal Employment Opportunity

blithequark is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity and promotes equal opportunities for all employees.

Apply for this job