Mid-Level Application Support Specialist – Federal Contact Center Support (Salesforce, Amazon Connect, Chat & OmniChannel Operations)

About arenaflex

arenaflex partners with federal defense, intelligence, and civilian agencies to solve their most mission-critical challenges and deliver lasting, positive outcomes. Since our founding, we have helped public-sector clients harness both established and emerging technologies to modernize their enterprises, accelerate innovation, and build sustainable operational success. The forward-leaning, mission-focused solutions we deliver are carefully tailored to each client’s unique environment — with a steadfast commitment to keeping our nation safe, secure, and prepared for what comes next.

arenaflex is headquartered in Tysons Corner, VA and serves federal clients across the country. Our people-first culture is built on collaboration, professional growth, and technical excellence. We are currently seeking a dedicated Mid-Level Application Support Specialist to join our remote technical support team supporting a high-impact federal agency initiative powered by Amazon Connect, Amazon Lex Chatbot, and Salesforce Customer Service Incident Management.

Work Location: Remote (U.S.-based candidates only) Clearance Required: Active Department of Defense SECRET (interim adjudications cannot be accepted) Citizenship: U.S. Citizenship required

Position Overview

We are looking for an experienced and driven Mid-Level Application Support Specialist (with Chat Support) to support the launch, operation, and continuous improvement of a federal agency’s Contact Center ecosystem. In this pivotal role, you will be a key contributor within arenaflex’s technical support team, helping to develop and sustain an initiative that leverages Contact Center Tools — including Amazon Connect OmniChannel Contact Center, Amazon Lex Chatbot, and Salesforce Customer Service Incident Management.

The ideal candidate is a collaborative, solutions-oriented team player who is ready to take the next step in their career. You will help launch new applications, build robust technical support documentation, and tackle diverse application support challenges in a fast-paced, federally regulated environment. Your work will directly influence service delivery for citizens who depend on these mission systems every day.

Due to the sensitivity of supporting a federal agency, all applicants must be U.S. citizens and must hold an active DoD SECRET clearance. Interim adjudications are not eligible for this position.

Key Responsibilities

As a Mid-Level Application Support Specialist at arenaflex, you will play a central role in supporting Contact Center applications, creating content aligned with government-approved processes, and preparing for new application rollouts — with a concentrated focus on Salesforce and Amazon Connect functionality. You will guide Tier 1 and Tier 2 incident response efforts and serve as a trusted escalation point for recurring issues. Your core responsibilities will include:

• Knowledge Base Development: Enhance, curate, and expand a comprehensive knowledge base for client-owned applications, ensuring resources are accurate, accessible, and up to date.
• Training Program Design & Delivery: Design and lead engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities, supporting onboarding and continuous learning.
• Incident Management Analysis: Analyze common issues, trends, and recurring challenges to ensure incident management processes are effectively structured and continuously refined.
• Tier 1 and Tier 2 Support: Provide expert-level support for incidents involving Salesforce, Amazon Connect, and web-based applications, ensuring timely resolution and clear communication.
• Escalation Ownership: Serve as the primary escalation point for common application issues, identifying and escalating priority issues to appropriate engineering or program teams.
• Chat and Soft Phone Support: Utilize chat and soft phone features to resolve customer inquiries, concerns, and service requests related to the agency’s mission systems and applications, all while maintaining an exceptional level of customer service.
• Independent Research & Solutioning: Conduct individual research using available resources — including knowledge articles, runbooks, and peer collaboration — to recommend effective solutions to varied technical challenges.
• Process Adherence: Adhere to established agency processes, procedures, and service-level agreements at all times.
• Scheduled Customer Callbacks: Make scheduled callbacks to customers as per standard procedures to ensure closure and customer satisfaction.
• Continuous Learning: Stay current with agency system information, changes, and updates as directed, and proactively share knowledge with the broader support team.

Qualifications

Required Qualifications

• 2+ years of relevant work experience, with demonstrated hands-on experience using Salesforce and/or Amazon Connect.
• Proven experience developing knowledge articles, designing staff training, and producing high-quality technical documentation.
• Demonstrated track record of delivering exceptional customer service in a fast-paced technical environment.
• Proficient technical skills with Salesforce, Amazon Connect, and web-based applications.
• Proficient in Microsoft PowerPoint, Word, and Excel for documentation, reporting, and presentation work.
• Prior experience operating in a technical support environment at Tier 1 and Tier 2 levels.
• Exceptional interpersonal and communication skills — both written and verbal.
• Superior organizational skills, with the demonstrated ability to manage multiple projects, tasks, and competing priorities.

Preferred Qualifications

• Active DoD SECRET clearance (interim adjudications are not accepted).
• Prior experience supporting federal, defense, intelligence, or civilian agency environments.
• Familiarity with Amazon Lex Chatbot configuration, Amazon Connect OmniChannel routing, and Salesforce Service Cloud.
• Experience with ITIL-aligned incident management processes and service-level reporting.
• Exposure to contact center analytics, workforce management, or quality monitoring tools.

Skills and Competencies for Success

To excel in this role at arenaflex, you should bring a balance of technical proficiency, customer focus, and a continuous-improvement mindset. The following competencies are key to thriving on this team:

• Customer-Centric Mindset: A genuine passion for helping users and delivering a superior service experience through chat, voice, and written channels.
• Problem-Solving Ability: Strong analytical skills with the ability to break down complex issues and recommend clear, practical solutions.
• Technical Communication: Ability to translate complex technical concepts into clear, digestible content for both technical and non-technical audiences.
• Adaptability: Comfort working in a dynamic federal environment where priorities and technologies evolve quickly.
• Collaboration: A team-first approach with the ability to partner effectively with engineers, program managers, and government stakeholders.
• Attention to Detail: Meticulous documentation, note-taking, and adherence to established process controls.
• Time Management: The ability to manage multiple open incidents, projects, and deliverables without sacrificing quality.

Career Growth and Learning Opportunities

At arenaflex, we believe great careers are built through continuous learning, meaningful work, and genuine investment in our people. As a Mid-Level Application Support Specialist, you will have direct access to professional development resources, cross-functional projects, and mentorship from senior technical leaders. We support certifications, training reimbursement, and advancement pathways into senior support, technical lead, and architecture roles across our federal portfolio. Your growth trajectory at arenaflex is shaped by your ambition, performance, and curiosity — not by a rigid ladder.

Work Environment and Company Culture

arenaflex fosters a culture that values curiosity, collaboration, and accountability. Our team members are mission-driven professionals who care deeply about the impact of their work. We are proud to be an Equal Opportunity Employer, and we are committed to hiring and retaining a diverse, inclusive workforce. Decisions at arenaflex are made without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military or veteran status, physical or mental disability, or any other protected class. We work in a remote-friendly environment where outcomes matter more than where you sit — and where every voice contributes to our collective success.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive total rewards package designed to support the health, financial well-being, and professional growth of our team. Our benefits include:

• Medical, Dental, and Vision Insurance
• Flexible Spending Accounts (FSA)
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Paid Time Off and Federal Holidays
• Earned Bonuses and Awards Programs
• Professional Training Reimbursement
• Paid Parking (where applicable)
• Employee Assistance Program (EAP)
• Paid Parental Leave
• Immediate vesting in our 401(k) retirement plan

Specific compensation will be commensurate with experience, education, and clearance level. We are committed to providing a benefits experience that helps our employees and their families thrive — both at work and at home.

How to Apply

If you are a U.S. citizen with an active DoD SECRET clearance, hands-on experience with Salesforce and/or Amazon Connect, and a passion for delivering outstanding customer support in a federal mission environment, arenaflex wants to hear from you. This is your opportunity to step into a role that values your technical skill, supports your professional growth, and gives you the chance to do meaningful work that matters.

Join arenaflex, and become part of a curated group of mission-driven professionals dedicated to keeping our nation safe and secure — while building the career you’ve been working toward. Apply today and bring your expertise to a team that’s redefining what federal application support looks like.