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Mid-Level Application Support Specialist (Chat Support)

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
United States

Offer summary

Qualifications:

2+ years of experience with Salesforce and/or Amazon Connect, Experience creating knowledge articles and staff training, Proficient in MS PowerPoint, Word, Excel, 3+ years providing technical support in call centers, Active Secret Clearance required.

Key responsabilities:

  • Develop comprehensive knowledge base for applications
  • Design training programs on client-owned applications
  • Analyze issues and manage incident processes effectively
  • Provide expert support for Tier 1 and Tier 2 incidents
  • Utilize chat features to resolve customer inquiries
Tria Federal (Tria) logo
Tria Federal (Tria) Scaleup https://www.triafed.com/
501 - 1000 Employees
About Tria Federal (Tria)
Tria Federal (Tria) is the premier middle-market IT and Advisory services provider delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. Our capabilities are far-reaching and expansive, spanning the lifecycle of digital transformation from end to end. Regardless of agency, whatever the mission, at any stage of the modernization journey, we supercharge organizational governance, business processes, and data-driven decision-making to transform the business of government.
See more Tria Federal (Tria) offers

Job description

​​​​​​​​​​​​​​​Remote
Vienna, VA
​​​​​​​​​​​​​​​Full Time
​​​​​​​​​​​​​​​Active Secret Clearance *

* US Citizenship and the ability to obtain and maintain the clearance level stated above are required for this specific opportunity. Tria Federal (Tria) is unable to sponsor at this time.

 
Who We Are:
Tria Federal (Tria) is the premier middle-market IT and Advisory services provider delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. With a future-forward vision and a mission rooted in service, we bridge capability gaps to help government agencies work faster, grow smarter, and stay nimble in the face of change. Wherever our customers are in their modernization journey, we are the trusted navigator in the path to possible.
 
Follow us on LinkedIn#PoweringPossible
 
Who You Are:
You are a talented Mid-Level Application Support Analyst with at least 2 years of experience and a passion for thinking big, taking action, and delivering exceptional results. You are outcome-driven, quality-obsessed, and relentlessly focused on innovation as a value-driver for world-class delivery, client satisfaction, and performance. You’re looking to grow as a professional in a team-oriented environment where you can put your fingerprint on mission-critical projects impacting the citizens we serve.
Military Veterans and individuals with disabilities are encouraged to apply! 
 
About This Role:
 
Tria Federal (Tria) is seeking a talented Mid Level Application Support Analyst to join a new technical support team for a federal agency. As a Mid-Level Application Support Specialist, 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: 
  • 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.


The “Need-to-Have” Skills & 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.
 
Professional Certifications:N/A
Education:
  • Bachelor’s degree or certification; work experience may be a substitute
Clearance: 
  • ACTIVE SECRET CLEARANCE REQUIRED
Years of Professional Experience:
  • 3+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial application support, COTS, and/or proprietary applications software via multiple channels including email, chat, and phone


The “Nice-to-Have” Skills & Qualifications:
  • Experience with ChatGPT

​​​​​​​ 
Why Tria?
What defines the Tria brand is more than just our dedication to excellence in our craft; it’s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team’s shared success.
As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.
 
 Job Listing ID: job_20240816175232_FRGXQJQLZFAETLST​
 

Equal Employment Opportunity (EEO):

Tria Federal (Tria) is a Federal Contractor and EEO, OFCCP, VEVRAA, and Affirmative Action Employer.

As an Equal Employment Opportunity provider, Tria follows the protection of federal, state, and local law: Qualified applicants will receive consideration for employment without regard to race, color, creed, religion, age, national origin, marital status, disability, veteran status, sexual orientation, gender identity or expression, marital status, or genetic information.

U.S. Citizenship is required for this specific opportunity as Tria is unable to sponsor at this time. All selected applicants will be subject to a Minimal Background Investigation (MBI) and a government security investigation (when applicable) depending on the specific program and position listed. This includes but is not limited to: meeting the eligibility requirements for access to classified information and the ability to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to: criminal history, employment verification, education verification, drug testing, and creditworthiness.

Qualified individuals with a disability have the right to request a reasonable accommodation. If you are unable or limited in your ability to use or access the Tria careers website as a result of your disability, please request a reasonable accommodation by sending an e-mail to hrhelp@triafed.com or call (703) 229-5888. Include the nature of your request, along with your name and contact information.

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Training Programs ManagementWeb ApplicationsSalesforceIncident ManagementChatGPTTechnical SupportAmazon ConnectKnowledge Base

Other Skills

  • Verbal Communication Skills
  • Organizational Skills
  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • Customer Service
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