**Mid-Level Application Support Specialist (with Chat Support) – Join blithequark's Innovative Team**

Are you a motivated and experienced technical support professional looking to take your career to the next level? Do you have a passion for delivering exceptional customer service and a knack for problem-solving? If so, we invite you to join blithequark's dynamic team as a Mid-Level Application Support Specialist (with Chat Support). **About blithequark** blithequark is a leading provider of innovative solutions to federal agencies, leveraging cutting-edge technologies to drive growth, innovation, and success. With a rich history dating back to 1998, we have established ourselves as a trusted partner to federal defense, intelligence, and civilian leaders. Our team of experts is dedicated to delivering forward-leaning solutions that meet the unique needs of 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 the launch of new applications, assisting with the development of technical support documentation, and taking on various application support challenges. You will work closely with our technical support team to provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications. Your input will be invaluable in guiding incident management processes, creating engaging training programs, and developing a comprehensive knowledge base for client-owned applications. **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, ensuring that all information is accurate, up-to-date, and easily accessible to staff. * Design and deliver engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities, using a variety of training methods to ensure maximum retention and understanding. * Analyze common issues and assist with ensuring incident management processes are effectively structured, identifying areas for improvement and implementing changes as needed. * Provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications, using your technical expertise to resolve issues efficiently and effectively. * Serve as an escalation point for common application issues, identifying and escalating priority issues to appropriate teams, and working closely with stakeholders to resolve issues. * Utilize chat and soft phone features to resolve customer inquiries, concerns, and requests about the agency's mission systems and applications, maintaining an exceptional level of customer service and ensuring that all interactions are professional and courteous. * Conduct individual research using available resources to provide recommended solutions for various challenges, staying up-to-date with the latest technologies and trends in the industry. * Adhere to established agency processes and procedures, ensuring that all work is completed in accordance with regulatory requirements and industry standards. * Making scheduled callbacks to customers as per standard procedures, ensuring that all interactions are timely and effective. * Staying current with agency system information, changes, and updates as directed, using this knowledge to improve incident management processes and provide expert-level support to staff. **Requirements** To be successful in this role, you will need to possess the following qualifications and skills: * 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, with a focus on building strong relationships with customers and stakeholders. * Proficient technical skills with Salesforce, Amazon Connect, and web-based applications, including experience with MS PowerPoint, Word, and Excel. * Prior experience in a technical support environment - Tier 1 and Tier 2, with a strong understanding of incident management processes and procedures. * Exceptional interpersonal and communication skills, with the ability to work effectively with staff, stakeholders, and customers. * Superior organizational skills, with the ability to manage multiple projects/tasks and prioritize work effectively. **What We Offer** As a valued member of our team, you can expect a comprehensive total rewards package, including: * 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 blithequark?** At blithequark, we are committed to hiring and retaining a diverse workforce, and we are proud to be an Equal Opportunity Employer. We make 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. If you are a motivated and experienced technical support professional looking for a new challenge, we invite you to join our dynamic team at blithequark. Apply now to become a part of our innovative and forward-thinking organization! Apply Job! Apply for this job