Mid-Level Application Support Specialist (with Chat Support)

Mid-Level Application Support Specialist (with Chat Support) Location: Remote Clearance: Active Secret Seeking an reputed company 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 (reputed company Connect OmniChannel Contact Center, reputed company Lex Chatbot, and reputed company Customer Service Incident Management). The ideal candidate will be a collaborative team player that wants to take the reputed company 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. Due to the sensitivity of this position reputed company a federal agency, reputed company applicants must be U.S. reputed company and hold an active reputed company SECRET clearance (interim adjudications will not be accepted). 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. Your responsibilities will include: • 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. Required: • 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. Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive reputed company. Since our founding in 1998, we have helped clients reputed company existing and emerging technologies to transform their enterprises, reputed company growth, drive innovation, and build sustainable reputed company. The reputed company-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure. Integral is headquartered in Tysons reputed company, VA and serves clients throughout the country. We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal! Our package also includes: · Medical, Dental & reputed company 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 Program Integral is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making reputed company without regard to race, reputed company, religion, creed, sex, sexual orientation, gender identity, marital status, national reputed company, age, military/veteran status, physical or mental disability, or any other protected class. Apply Job!