Join blithequark and Power the Possible in Federal IT Support
At blithequark, we're not just a company; we're a team of dedicated professionals passionate about 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. As a trusted navigator in the path to possible, we're looking for talented individuals like you to join our team and make a meaningful impact.
About This Opportunity
blithequark is seeking an experienced Mid-Level Application Support Specialist to join a new technical support team for a federal agency. As a key member of this team, you will play a pivotal role in supporting applications in the Contact Center, creating content, and aligning with government-approved processes for approvals. Your expertise will be crucial in guiding Tier 1 and Tier 2 incident responses and serving as an escalation point for common issues, particularly those related to Salesforce and Amazon Connect functionalities.
Key Responsibilities
- Develop and enhance a comprehensive knowledge base for client-owned applications, ensuring that it 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 structuring incident management processes effectively, ensuring that they are efficient, scalable, and aligned with best practices.
- Provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications, resolving complex issues promptly and professionally.
- Serve as an escalation point for common application issues, identifying and escalating priority issues to the appropriate teams in a timely 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.
- Conduct individual research using available resources to provide recommended solutions for various challenges, demonstrating a proactive and resourceful approach.
- Adhere to established agency processes and procedures, ensuring compliance and consistency in all aspects of the role.
- Make scheduled callbacks to customers as per standard procedures, ensuring that all customer interactions are timely and satisfactory.
- Stay current with agency system information, changes, and updates as directed, maintaining a high level of situational awareness and adaptability.
Essential Qualifications and Skills
To succeed in this role, you must have:
- 2+ years of relevant work experience, with a focus on Salesforce and/or Amazon Connect.
- Demonstrated experience in developing knowledge articles, creating staff training, and developing quality documentation.
- A proven track record of delivering exceptional customer service in a fast-paced environment.
- Proficient technical skills with Salesforce, Amazon Connect, and web-based applications.
- Proficiency in MS PowerPoint, Word, and Excel, with the ability to create engaging and informative content.
- Prior experience in a technical support environment, specifically Tier 1 and Tier 2 support.
- Exceptional interpersonal and communication skills, with the ability to interact effectively with diverse stakeholders.
- Superior organizational skills, with the ability to manage multiple projects/tasks simultaneously.
- An ACTIVE SECRET CLEARANCE, with the ability to maintain it throughout your tenure.
- A Bachelor's degree or certification; relevant work experience may be considered in lieu of formal education.
- 3+ years of experience in a call center environment providing customer/user service and technical and end-user support for commercial application support, COTS, and/or proprietary applications software via multiple channels, including email, chat, and phone.
Nice-to-Have Skills & Qualifications
While not mandatory, having experience with ChatGPT or similar technologies can be a significant plus, demonstrating your ability to adapt to new tools and technologies.
Career Growth and Benefits at blithequark
At blithequark, we're committed to fostering a culture of inclusion and opportunity for all. As a growth-minded and entrepreneurial organization, we offer:
- A top-tier benefits package that invests in your physical, mental, and financial health and wellness.
- Opportunities to learn new skills, seize new challenges, and advance your career as we grow.
- A collaborative and dynamic work environment that encourages innovation and creativity.
- A chance to be part of a talented team of professionals who are passionate about making a difference.
Our Culture and Values
At blithequark, we are dedicated to excellence in our craft and to cultivating a culture where everyone can thrive personally and professionally. Our team is our greatest asset, and we strive to create an environment that is inclusive, supportive, and empowering. We value diversity, equity, and inclusion, and we're committed to providing opportunities for growth and development to all our team members.
Compensation and Perks
While specific details about compensation are not provided, we offer a competitive package that reflects our commitment to attracting and retaining top talent. Our benefits extend beyond salary to include a comprehensive benefits package, opportunities for professional growth, and a dynamic work environment.
Why Join blithequark?
If you're a motivated and talented professional looking for a challenging and rewarding role, blithequark is the place for you. We're not just a company; we're a community of professionals who are passionate about delivering exceptional results and making a meaningful impact. By joining our team, you'll have the opportunity to:
- Work on mission-critical projects that impact the citizens we serve.
- Develop your skills and expertise in a supportive and dynamic environment.
- Be part of a talented team that is dedicated to excellence and innovation.
- Enjoy a culture that values diversity, equity, and inclusion.
Equal Employment Opportunity
blithequark is an Equal Employment Opportunity provider and follows the protection of federal, state, and local law. We are committed to ensuring that all qualified applicants 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.
If you're ready to power the possible and make a meaningful impact in federal IT support, we encourage you to apply for this exciting opportunity at blithequark. Join our team and be part of a dynamic and innovative organization that is shaping the future of government services.
To apply, please click on the link provided and follow the instructions to submit your application.
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