Job Description
Unlock Your Potential as a Mid-Level Application Support Specialist and be part of a dynamic team that drives success in a federal agency setting. We're seeking a highly skilled and motivated individual to join our technical support team, working remotely from the United States, Austria, or Virginia (USA). As a Mid-Level Application Support Specialist, you will play a vital role in supporting the development and launch of new applications, creating technical support documentation, and resolving complex application issues.
This is a full-remote opportunity that offers a competitive salary, reflecting your skills and experience, as well as a comprehensive total rewards package, including paid parental leave, immediate vesting in our 401(k), medical, dental, and vision insurance, and more.
Job Overview
We're looking for an experienced Mid-Level Application Support Specialist to join our team, with a focus on Contact Center Tools, including Amazon Connect OmniChannel Contact Center, Amazon Lex Chatbot, and Salesforce Customer Service Incident Management. The ideal candidate will be a collaborative team player with a strong technical background, excellent communication skills, and a passion for delivering exceptional customer service.
Key Responsibilities:
- Develop and maintain 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
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
About Us:
Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. We're committed to hiring and retaining a diverse workforce and are proud to be an Equal Opportunity Employer.
What We Offer:
- Competitive salary and comprehensive total rewards package
- Paid parental leave and immediate vesting in our 401(k)
- Medical, dental, and vision insurance
- Flexible spending accounts
- Short-term and long-term disability insurance
- Life insurance
- Paid time off and holidays
- Earned bonuses and awards
- Professional training reimbursement
- Paid parking
- Employee assistance program
Your Future Starts Here
Don't miss out on this exciting opportunity to join our team as a Mid-Level Application Support Specialist. Apply now and take the first step towards a rewarding career with Integral Federal!
Apply Now
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