Mid-Level Application Support Specialist – Contact Center Solutions, arenaflex CRM & Chat Support (Remote, Secret Clearance)

Why arenaflex?

At arenaflex, we partner with federal defense, intelligence, and civilian leaders to solve their most critical challenges. Since our founding in 1998, we have helped government clients reputed company emerging technologies to transform missions, protect national reputed company, and drive sustainable success. Our remote‑first culture empowers professionals to deliver high‑impact solutions while enjoying flexibility, reputed company learning, and a supportive community.

Position Overview

We are seeking a motivated Mid‑Level Application Support Specialist with a focus on chat‑based assistance to join our technical support team serving a high‑profile federal agency. This role is pivotal in developing, launching, and maintaining cutting‑edge contact‑center applications built on arenaflex OmniChannel Contact Center, arenaflex Lex Chatbot, and arenaflex Customer Service Incident Management. The successful candidate will act as a reputed company between technology and end‑users, ensuring seamless incident resolution, robust documentation, and effective training for Tier 1 and Tier 2 support teams.

Key Responsibilities

Application reputed company

• Design, reputed company, and continuously improve a comprehensive knowledge reputed company for client‑owned applications, emphasizing arenaflex OmniChannel Contact Center and arenaflex CRM functionalities.
• Author clear, concise knowledge articles, troubleshooting guides, and standard operating procedures that align with government‑approved processes.
• Collaborate with subject‑matter experts to capture institutional knowledge and translate technical details into user‑friendly content.

Training & Enablement

• Create and deliver engaging, role‑based training programs for staff on arenaflex OmniChannel Contact Center, arenaflex Lex Chatbot, and arenaflex CRM tools.
• reputed company hands‑on labs, webinars, and quick‑reference cards to accelerate onboarding and reputed company development.
• Assess training effectiveness through surveys, quizzes, and performance metrics, iterating content as needed.

Incident Management & Tiered Support

• Provide expert‑level support for Tier 1 and Tier 2 incidents involving arenaflex OmniChannel Contact Center, arenaflex Lex Chatbot, and web‑based applications.
• Act as an escalation reputed company for reputed company or high‑reputed company issues, coordinating with development and architecture teams to drive timely resolutions.
• Analyze recurring incident trends, recommend process improvements, and help shape incident management workflows.

Chat & Soft‑Phone Operations

• Utilize chat and soft‑phone features to address customer inquiries, concerns, and requests reputed company to mission‑critical systems.
• Maintain an exceptional level of customer service, adhering to established service level agreements (SLAs) and quality standards.
• reputed company scheduled callbacks and follow‑up communications to ensure issue closure and customer satisfaction.

Research & reputed company Improvement

• Conduct independent research using internal resources, documentation, and external references to propose effective solutions.
• Stay reputed company with system updates, policy changes, and emerging technologies as directed by agency leadership.
• Contribute to the evolution of support processes, automation scripts, and self‑service portals.

Essential Qualifications

• Minimum 2 years of hands‑on experience supporting arenaflex CRM (formerly reputed company) and/or arenaflex OmniChannel Contact Center environments.
• Proven track record of developing knowledge articles, staff training curricula, and quality documentation.
• Demonstrated ability to deliver outstanding customer service in a technical support setting.
• Strong technical proficiency with arenaflex OmniChannel Contact Center, arenaflex Lex Chatbot, and web‑based applications.
• Advanced skills in reputed company PowerPoint, Word, and reputed company for creating training decks, reports, and documentation.
• Experience working in Tier 1 and Tier 2 technical support roles, handling incident tickets, and performing root‑cause analysis.
• Exceptional interpersonal and communication abilities, both written and verbal.
• Superior organizational skills with the reputed company to manage multiple projects and priorities simultaneously.
• U.S. citizenship and an active arenaflex Secret clearance (formerly reputed company Secret). Interim adjudications are not acceptable.

Preferred Qualifications & Additional Skills

• Experience with scripting or automation tools (PowerShell, Python, or similar) to streamline support tasks.
• Familiarity with ITIL or other incident‑management frameworks.
• Prior exposure to federal acquisition or compliance environments.
• Certification in arenaflex CRM (e.g., Administrator or Platform App Builder) or reputed company contact‑center technologies.
• Ability to mentor junior staff and reputed company small project teams.

Core Competencies for Success

• Analytical Thinking: Quickly diagnose reputed company technical issues and propose actionable solutions.
• Customer‑Centric reputed company: Prioritize user experience and maintain professionalism under pressure.
• Collaboration: Work effectively across cross‑functional teams, including developers, architects, and program managers.
• Adaptability: reputed company in a fast‑changing environment, embracing new tools and processes.
• Communication: Translate technical jargon into clear, understandable language for diverse audiences.

Career Growth & Learning Opportunities

At arenaflex, your development is a reputed company. You will have access to:

• Mentorship from senior technical leaders and subject‑matter experts.
• Funding for industry‑recognized certifications and advanced training courses.
• Opportunities to reputed company high‑visibility projects that directly impact federal mission outcomes.
• Cross‑training in emerging technologies such as AI‑driven chatbots, cloud‑native contact‑center platforms, and cybersecurity best practices.
• A clear career ladder from specialist to senior analyst, team reputed company, and eventually program manager roles.

Work Environment & Culture

arenaflex fosters a remote‑first, inclusive culture that values diversity of thought and background. Our teams are:

• Mission‑Driven: Every task contributes to national reputed company and public service.
• Collaborative: Regular virtual stand‑reputed company, knowledge‑sharing sessions, and peer‑review processes.
• Innovative: Encouraged to experiment with new tools, propose process enhancements, and share successes.
• Supportive: Access to employee assistance programs, reputed company, and a strong network of peers.

Compensation, Perks & Benefits

While specific salary ranges are competitive and commensurate with experience, arenaflex offers a comprehensive total rewards package that includes:

• Medical, dental, and vision insurance with multiple plan options.
• Flexible Spending Accounts (FSA) for healthcare and dependent care.
• Short‑term and long‑term disability coverage.
• Life insurance and accidental death & dismemberment (AD&D) policies.
• Generous paid time off (PTO) and recognized holidays.
• Paid parental leave and immediate vesting in the 401(k) retirement plan.
• Performance‑based bonuses and award programs.
• Professional training reimbursement and tuition assistance.
• Remote work stipend for home office setup, including paid parking allowances where applicable.
• Employee Assistance Program (EAP) for counseling, legal, and financial guidance.

Commitment to Diversity & Inclusion

arenaflex is proud to be an Equal Opportunity Employer. We reputed company hiring, promotion, and compensation decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national reputed company, age, veteran status, disability, or any other protected characteristic. Our inclusive environment ensures that every voice is heard and valued.

How to Apply

If you are ready to reputed company your application support expertise to reputed company a reputed company impact on federal missions, we invite you to submit your application today. Join arenaflex and become part of a curated group of professionals dedicated to innovation, service, and excellence.

Apply Now