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

Are you a motivated and experienced technical support professional looking to take the next step in your career? 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 team as a Mid-Level Application Support Specialist (with Chat Support). As a key member of our technical support team, you will play a pivotal role in supporting applications in the Contact Center, creating content, and aligning with government-approved processes for approvals.About blithequarkblithequark is a leading provider of innovative solutions to federal agencies, empowering them to tackle their most pressing challenges and deliver positive outcomes. With a rich history dating back to 1998, we have established ourselves as a trusted partner in the federal defense, intelligence, and civilian sectors. Our forward-leaning solutions are tailored to each mission, with a focus on keeping our nation safe and secure. Job SummaryWe are seeking an experienced Mid-Level Application Support Specialist to join our technical support team for a federal agency.This role entails comprehensive development and support for an initiative using Contact Center Tools (bolthires Connect OmniChannel Contact Center, bolthires Lex Chatbot, and Salesforce Customer Service Incident Management). The ideal candidate will be a collaborative team player who wants to take the next step in their career to support the launch of new applications, assist with the development of technical support documentation, and take on various application support challenges. ResponsibilitiesAs a Mid-Level Application Support Specialist, you will be responsible for:* Enhancing or developing a comprehensive knowledge base for client-owned applications* Designing and delivering engaging training programs for staff on client-owned applications, Salesforce, and bolthires Connect functionalities* Analyzing common issues and assisting with ensuring incident management processes are effectively structured* Providing expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, bolthires Connect, and web-based applications* Serving as an escalation point for common application issues, identifying and escalating priority issues to appropriate teams* Utilizing 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* Conducting individual research using available resources to provide recommended solutions for various challenges* Adhering 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 directedRequirementsTo be successful in this role, you will need:* 2+ years of relevant work experience with experience using Salesforce and/or bolthires 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, bolthires 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/tasksWhat We OfferAs a valued member of our team, you can expect:* A comprehensive total rewards package, including paid parental leave and immediate vesting in our 401(k)* 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 ProgramWhy Join blithequark?At blithequark, we are committed to hiring and retaining a diverse workforce. We 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. If you are a motivated and experienced technical support professional looking to take the next step in your career, we invite you to apply for this exciting opportunity.Please through our website: Clearance RequirementsDue to the sensitivity of this position within a federal agency, all applicants must be U.S. citizens and hold an active Department of Defense SECRET clearance (interim adjudications will not be accepted). LocationThis is a remote position, and you will be working from home. However, you will be required to participate in regular virtual meetings and collaborate with team members remotely. Equal Opportunity Employerblithequark is an Equal Opportunity Employer, committed to hiring and retaining a diverse workforce.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.