Mid-Level Application Support Specialist
4 weeks ago
We are 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.
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.
- 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.
- 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
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