Introduction to blithequark
At blithequark, we are dedicated to providing innovative solutions to tackle the most pressing challenges in the federal defense, intelligence, and civilian sectors. As a leading partner to these agencies, we leverage cutting-edge technologies to drive transformation, empower growth, and foster sustainable success. Our forward-thinking approach is tailored to each mission, with a strong focus on keeping our nation safe and secure. We are now seeking an experienced Mid-Level Application Support Specialist to join our technical support team, where you will play a pivotal role in supporting the launch of new applications, developing technical support documentation, and addressing various application support challenges.
Job Overview
This role is based remotely and requires an active Department of Defense SECRET clearance. As a Mid-Level Application Support Specialist, you will be responsible for providing comprehensive support for an initiative utilizing Contact Center Tools, including Amazon Connect OmniChannel Contact Center, Amazon Lex Chatbot, and Salesforce Customer Service Incident Management. Your expertise will be invaluable in guiding Tier 1 and Tier 2 incident responses, serving as an escalation point for common issues, and ensuring the effective structuring of incident management processes.
Key Responsibilities
- Enhance or develop a comprehensive knowledge base for client-owned applications, ensuring that all documentation is accurate, up-to-date, and easily accessible.
- Design and deliver engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities, promoting a culture of continuous learning and improvement.
- Analyze common issues and assist in 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, resolving issues efficiently and effectively.
- Serve as an escalation point for common application issues, identifying and escalating priority issues to appropriate teams, and ensuring that all issues are addressed in a timely and professional manner.
- 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 handled with professionalism and courtesy.
- 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 field.
- Adhere to established agency processes and procedures, ensuring that all work is completed in accordance with relevant guidelines and regulations.
- Make scheduled callbacks to customers as per standard procedures, ensuring that all customer interactions are handled in a timely and professional manner.
- Stay current with agency system information, changes, and updates as directed, ensuring that all knowledge and skills are up-to-date and relevant.
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, demonstrating a strong understanding of these technologies and their applications.
- Demonstrated experience in developing knowledge articles, creating staff training, and developing quality documentation, showcasing your ability to communicate complex information in a clear and concise manner.
- Demonstrated skills in delivering exceptional customer service, with a strong focus on ensuring that all customer interactions are handled with professionalism and courtesy.
- Proficient technical skills with Salesforce, Amazon Connect, and web-based applications, demonstrating a strong understanding of these technologies and their applications.
- Proficient skills with MS PowerPoint, Word, and Excel, showcasing your ability to communicate complex information in a clear and concise manner.
- Prior experience in a technical support environment - Tier 1 and Tier 2, demonstrating your ability to work effectively in a fast-paced and dynamic environment.
- Exceptional interpersonal and communication skills, with the ability to work effectively with colleagues, customers, and stakeholders at all levels.
- Superior organizational skills, with the ability to manage multiple projects and tasks simultaneously, prioritizing work effectively and meeting deadlines.
Skills and Competencies
In addition to the qualifications listed above, the following skills and competencies are required for success in this role:
- Strong analytical and problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
- Excellent communication and interpersonal skills, with the ability to work effectively with colleagues, customers, and stakeholders at all levels.
- Strong organizational and time management skills, with the ability to prioritize work effectively and meet deadlines.
- Ability to work effectively in a fast-paced and dynamic environment, with a strong focus on delivering high-quality results and meeting customer needs.
- Strong knowledge of IT service management principles and practices, with a focus on delivering exceptional customer service and ensuring that all work is completed in accordance with relevant guidelines and regulations.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to providing our employees with opportunities for growth and development, recognizing that our people are our greatest asset. As a Mid-Level Application Support Specialist, you will have access to a range of training and development programs, designed to help you build your skills and advance your career. You will also have the opportunity to work with a talented and experienced team, learning from others and sharing your own knowledge and expertise.
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and inclusive company culture, recognizing that our people are our greatest asset. We are committed to creating a work environment that is supportive, collaborative, and respectful, where everyone feels valued and empowered to contribute. As a remote worker, you will be part of a distributed team, working closely with colleagues and stakeholders across the country. You will also have access to a range of tools and resources, designed to support your work and help you stay connected with the team.
Compensation, Perks, and Benefits
At blithequark, we offer a comprehensive total rewards package, designed to recognize and reward your contributions to the company. This includes:
- Competitive salary and bonus structure, recognizing your skills and experience.
- Comprehensive benefits package, including medical, dental, and vision insurance, flexible spending accounts, short-term and long-term disability insurance, and life insurance.
- Paid time off and holidays, recognizing the importance of work-life balance.
- Professional training and development opportunities, designed to help you build your skills and advance your career.
- Paid parking and employee assistance program, recognizing the importance of supporting our employees' well-being.
Conclusion
If you are a motivated and experienced application support specialist, looking for a new challenge and opportunity to grow your career, we encourage you to apply for this exciting role at blithequark. With your expertise and passion for delivering exceptional customer service, you will play a pivotal role in supporting the launch of new applications, developing technical support documentation, and addressing various application support challenges. Join our team and become part of a dynamic and innovative company, dedicated to making a positive impact in the federal defense, intelligence, and civilian sectors.
Apply Now