Intermediate Application Support Analyst

2 weeks ago

Vienna, Virginia, United States Tria Federal (Tria) Full time
Job Overview

Position: Mid-Level Application Support Specialist
Location: Remote
Employment Type: Full Time
Clearance Requirement: Active Secret Clearance Required


About Tria Federal

Tria Federal is a leading provider of IT and advisory services, specializing in digital transformation solutions for various federal agencies, including Civilian, Defense, and Intelligence sectors. Our mission is to empower government entities to enhance their operational efficiency and adaptability in a rapidly changing environment.


Your Role

As a Mid-Level Application Support Specialist, you will be integral to a new technical support team dedicated to a federal agency. Your expertise will be crucial in managing applications within the Contact Center, focusing on Salesforce and Amazon Connect functionalities. You will assist in content creation and ensure compliance with government processes while guiding Tier 1 and Tier 2 incident responses.


Key Responsibilities
  • Develop and enhance a comprehensive knowledge base for client applications.
  • Create and deliver effective training programs for staff on Salesforce and Amazon Connect.
  • Analyze recurring issues and improve incident management processes.
  • Provide expert support for Tier 1 and Tier 2 incidents related to Salesforce and web-based applications.
  • Act as an escalation point for common application issues, prioritizing and directing them to the appropriate teams.
  • Utilize chat and soft phone features to address customer inquiries and requests while maintaining high customer service standards.
  • Conduct research to propose solutions for various challenges.
  • Follow established agency processes and procedures diligently.
  • Make scheduled follow-up calls to customers as per standard protocols.
  • Stay updated with agency system information and changes.

Essential Qualifications
  • Minimum of 2 years of relevant experience, particularly with Salesforce and/or Amazon Connect.
  • Proven experience in creating knowledge articles and training documentation.
  • Exceptional customer service skills.
  • Strong technical proficiency with Salesforce, Amazon Connect, and web applications.
  • Proficient in MS PowerPoint, Word, and Excel.
  • Experience in a technical support role, specifically Tier 1 and Tier 2.
  • Excellent interpersonal and communication abilities.
  • Strong organizational skills with the capacity to manage multiple tasks.

Preferred Qualifications
  • Familiarity with ChatGPT technology.

Why Choose Tria?

At Tria, we pride ourselves on our commitment to excellence and our dedicated team. We foster a culture that promotes personal and professional growth, offering a comprehensive benefits package to support your overall well-being. Our environment encourages innovation and inclusivity, providing opportunities for skill development and career advancement.

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