Senior Application Support Specialist

2 days ago

Vienna, Virginia, United States Integral Services Company Full time
Job Summary

We are seeking a highly skilled Senior Application Support Specialist to join our technical support team. The ideal candidate will have experience in developing and supporting applications using Salesforce and Amazon Connect.

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 successful 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.

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.
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.
About Us

Integral Services Company is a leading provider of technical support services to federal defense, intelligence, and civilian leaders. We help clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). 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, and an 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.

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