Tria Federal is hiring a
Mid-Level Application Support Specialist, Remote - Worldwide

Summary

The job is for a Mid-Level Application Support Analyst at Tria Federal, requiring active Secret Clearance and US citizenship. The role involves supporting applications in the Contact Center, focusing on Salesforce and Amazon Connect functionalities. The candidate should have at least 2 years of experience.

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

Responsibilities

• Enhance or develop 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 while maintaining an exceptional level of customer service
• Conduct individual research using available resources to provide recommended solutions for various challenges
• Adhere to established agency processes and procedures
• Make scheduled callbacks to customers as per standard procedures
• Stay current with agency system information, changes, and updates as directed

Preferred Qualifications

Experience with ChatGPT

Benefits

Top-tier benefits package for physical, mental, and financial health and wellness