Mid-Level Application Support Specialist (with Chat Support) – Join blithequark's Dynamic Technical Support Team
Are you a motivated and experienced technical professional looking to take your career to the next level? Do you have a passion for delivering exceptional customer service and a knack for resolving complex technical issues? If so, we invite you to join blithequark's dynamic technical support team as a Mid-Level Application Support Specialist (with Chat Support).
About blithequark
blithequark is a leading provider of innovative solutions to federal defense, intelligence, and civilian leaders. Since our founding in 1998, we have been dedicated to helping our clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. Our forward-leaning solutions are tailored to each mission, with a focus on keeping our nation safe and secure.
Job Summary
As a Mid-Level Application Support Specialist (with Chat Support) at blithequark, 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. Your input will be invaluable to the technical support team, guiding Tier 1 and Tier 2 incident responses, and serving as an escalation point for common issues.
Responsibilities
As a Mid-Level Application Support Specialist (with Chat Support), your responsibilities will include:
* 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
Qualifications
To be successful in this role, you will need to possess the following 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
Why Join blithequark?
At blithequark, we offer a comprehensive total rewards package that 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
* Employee Assistance Program
We are committed to hiring and retaining a diverse workforce and 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.
Work Environment
As a remote employee, you will have the flexibility to work from the comfort of your own home or office. Our team is collaborative and communicative, and we use a variety of tools to stay connected and productive.
Career Growth Opportunities
At blithequark, we are committed to helping our employees grow and develop their careers. We offer a range of training and development opportunities, including:
* Professional training reimbursement
* Mentorship programs
* Career coaching
* Leadership development programs
How to Apply
If you are a motivated and experienced technical professional looking to take your career to the next level, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
What We Offer
At blithequark, we offer a comprehensive total rewards package that 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
- Employee Assistance Program
Why Join Our Team?
At blithequark, we are committed to hiring and retaining a diverse workforce and 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.Work Environment
As a remote employee, you will have the flexibility to work from the comfort of your own home or office. Our team is collaborative and communicative, and we use a variety of tools to stay connected and productive.Career Growth Opportunities
At blithequark, we are committed to helping our employees grow and develop their careers. We offer a range of training and development opportunities, including:- Professional training reimbursement
- Mentorship programs
- Career coaching
- Leadership development programs