Application Support Sme - Chat Functionality Expertise

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Actively seeking an Application Support SME to join our new technical support team for a federal agency. This expert will be instrumental in the effective and comprehensive development of a new application support initiative. Their role will encompass critical involvement with Contact Center Tools (Amazon Connect OmniChannel Contact Center, Amazon Lex Chatbot, and Salesforce ITSM). They will lead the development of the knowledge base, conduct staff training, handle common issues, and ensure incident management is properly structured for the application. The ideal candidate will have outstanding expertise in rapidly leveraging chat functionality, coupled with impressive typing speed and accuracy, and superb written communication skills.

Due to the sensitive nature of this federal agency, all candidates must be U.S. citizens and hold an active Department of Defense SECRET clearance (no interim adjudications will be accepted).

Responsibilities:

The Application SME will play a critical role in preparing for the launch of the new application, particularly focusing on Salesforce and Amazon Connect functionalities. They will contribute to the technical support team, providing valuable insights and guidance for Tier 1 and Tier 2 incidents, and serving as an escalation point for common issues. Strong technical skills and a thorough understanding of Salesforce and Amazon Connect, as well as application support, are essential for success in this role.

Responsibilities include:

• Accurately process and record call transactions via the agency's ticketing system.
• Serve as an escalation point for common application issues.
• Deliver service and support to federal agency customers.
• Stay current with agency system information, changes, and updates as directed.
• Provide expert support for Tier 1 and Tier 2 incidents related to Salesforce, Amazon Connect, and the application.
• Research required information using available resources, including knowledge bases, training materials, and published solutions.
• Follow established agency processes and procedures.
• Analyze common issues and ensure incident management is properly structured to handle them.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about the agency's mission systems and applications.
• Identify and escalate priority issues and redirect problems to appropriate resources.
• Follow up and make scheduled call backs to customers as per standard procedures.
• Develop a comprehensive knowledge base for the new application.
• Create and conduct staff training programs, with emphasis on Salesforce and Amazon Connect usage, to prepare for the application launch.

Requirements

Essential Skills, Experience, and Qualifications:

• Collaboration skills to work effectively with teams in an inclusive, and team-oriented work environment to achieve consensus.
• Experience working in a technical support environment - Tier 1 and Tier 2, working in a chat environment, with strong typing speed and accuracy.
• Organizational skills in managing multiple projects/tasks.
• High levels of maturity and professionalism; giving, receiving, and responding to feedback effectively.
• Proficiency in working in a fast-paced, dynamic environment with aggressive project timelines and a focus on continuous client delivery.
• Strong technical skills, particularly with Salesforce, Amazon Connect, and application support and troubleshooting.
• Excellent interpersonal and communications skills.
• Excellent communication skills, both written and verbal, including the ability to edit and present effectively.
• Experience with knowledge base development, staff training, and incident management.
• 7+ years of relevant work experience, with a focus on Salesforce and application support, and experience preferred with Amazon Connect.

Benefits

Medical, dental, vision insurance

Employer paid life insurance

Employer paid short-term and long-term disability insurance

11 paid federal holidays

Paid vacation

401K with company match

Performance bonuses

Referral bonuses