Unlock Your Potential as a Mid-Level Application Support Specialist and be part of a dynamic team that drives success in a federal agency setting. We're seeking a highly skilled and motivated individual to join our technical support team, working remotely from the United States, Austria, or Virginia (USA). As a Mid-Level Application Support Specialist, you will play a vital role in supporting the development and launch of new applications, creating technical support documentation, and resolving complex application issues. This is a full-remote opportunity that offers a competitive salary, reflecting your skills and experience, as well as a comprehensive total rewards package, including paid parental leave, immediate vesting in our 401(k), medical, dental, and vision insurance, and more. Job Overview We're looking for an experienced Mid-Level Application Support Specialist to join our team, with a focus on Contact Center Tools, including Amazon Connect OmniChannel Contact Center, Amazon Lex Chatbot, and Salesforce Customer Service Incident Management. The ideal candidate will be a collaborative team player with a strong technical background, excellent communication skills, and a passion for delivering exceptional customer service. Key Responsibilities: Develop and maintain 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 Requirements: 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 About Us: Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. We're committed to hiring and retaining a diverse workforce and are proud to be an Equal Opportunity Employer. What We Offer: Competitive salary and comprehensive total rewards package Paid parental leave and immediate vesting in our 401(k) Medical, dental, and vision insurance Flexible spending accounts Short-term and long-term disability insurance Life insurance Paid time off and holidays Earned bonuses and awards Professional training reimbursement Paid parking Employee assistance program Your Future Starts Here Don't miss out on this exciting opportunity to join our team as a Mid-Level Application Support Specialist. Apply now and take the first step towards a rewarding career with Integral Federal! Apply for this job