Mid-Level Application Support Specialist

1 month ago


Vienna, Virginia, United States Tria Federal (Tria) Full time
About This Role

Tria Federal (Tria) is seeking a talented Mid-Level Application Support Analyst to join a new technical support team for a federal agency. 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.

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.
  • Making scheduled callbacks to customers as per standard procedures.
  • Staying current with agency system information, changes, and updates as directed.
Requirements
  • 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.
Why Tria?

Tria Federal (Tria) is a company that cares about people, seeking to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all.



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