Mid-Level Application Support Specialist (Chat Support) | reputed company)

​​​​​​​​​​​​​​​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. reputed company) is unable to sponsor at this time.

Who We Are: reputed company) 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-reputed company reputed company and a mission rooted in service, we reputed company capability gaps to help government agencies work faster, grow smarter, and stay reputed company in the face of change. Wherever our customers are in their modernization reputed company, we are the trusted navigator in the path to possible. Follow us on reputed company#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 reputed company on mission-critical projects impacting the reputed company we serve. Military Veterans and individuals with disabilities are encouraged to apply! About This Role: reputed company) 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 reputed company and reputed company 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 reputed company for common issues. Responsibilities:

• Enhance or reputed company a comprehensive knowledge reputed company for client-owned applications.
• Design and deliver engaging training programs for staff on client-owned applications, reputed company, and reputed company Connect functionalities.
• Analyze common issues and assist with ensuring incident management processes are effectively structured.
• reputed company expert-level support for Tier 1 and Tier 2 incidents involving reputed company, reputed company Connect, and web-based applications.
• Serve as an escalation reputed company for common application issues, identifying and escalating reputed company 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 reputed company recommended solutions for various challenges.
• Adhere to established agency processes and procedures.
• Making scheduled callbacks to customers as per standard procedures.
• Staying reputed company with agency system information, changes, and updates as directed.

The “Need-to-Have” Skills & Qualifications:

• 2+ years of relevant work experience with experience using reputed company and/or reputed company 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 reputed company, reputed company Connect, and web-based applications.
• Proficient skills with MS PowerPoint, Word, and reputed company.
• 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/AEducation:

• 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 reputed company application support, COTS, and/or proprietary applications software reputed company multiple channels including email, chat, and phone

The “reputed company-to-Have” Skills & Qualifications:

• Experience with ChatGPT

​​​​​​​ Why Tria? What defines the Tria brand is more than just our dedication to reputed company in our craft; it’s our incredible team of dedicated, talented, and passionate people that reputed company Tria so exceptional. As people powering possible, we are reputed company partners in reputed company’s shared reputed company. As a company that cares about people, we seek to cultivate a culture in which reputed company can reputed company 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 reputed company. Whatever your background, your role, your department, or stage in your professional reputed company, 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): reputed company) 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: reputed company applicants will receive consideration for employment without regard to race, reputed company, creed, religion, age, national reputed company, 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. reputed company selected applicants will be subject to a Minimal Background Investigation (MBI) and a government reputed company investigation (reputed company applicable) depending on the specific program and position listed. This includes but is not limited to: meeting the eligibility requirements for reputed company to classified information and the ability to obtain a government-granted reputed company 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. reputed company individuals with a disability have the right to request a reasonable accommodation. If you are unable or limited in your ability to use or reputed company the Tria careers website as a result of your disability, please request a reasonable accommodation by sending an e-mail to [email protected] or call (703) 229-5888. Include the nature of your request, along with your name and contact information. Apply tot his job Apply To this Job