Senior Application Support Analyst

Overview

Senior Application Support Analyst

Vienna, VA (Hyrbrid)

ACTIVE SECRET CLEARANCE REQUIRED

Integral Federal is actively seeking a Senior Application Support Analyst to join a new contact center support team for a federal agency. We are seeking candidates who possess strong skills in leveraging chat functionality, providing exceptional customer service with excellent typing speed, and quality oral and written communication skills.

Given the nature of this work, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).

Responsibilities

• · Providing support for Tier 1 and/or Tier 2 incidents involving Salesforce, Amazon Connect, and the application while serving as an escalation point for common issues.
• · Coordinates with internal teams and the customer as required for resolving escalated incidents.
• · Develops training and provides mentoring to team members.
• · Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions
• · Utilizing chat functionality effectively to deliver service and support to agency customers.
• · Engaging with customers via phone, chat, and email to provide and process information in response to inquiries, concerns, and requests about the agency's mission systems and applications.
• · Conducting research using available resources, including knowledge bases, training materials, and published solutions.
• · Adhering to established agency processes and procedures.
• · Identifying and escalating priority issues and redirecting problems to appropriate resources.
• · Accurately processing and recording call transactions via the agency's ticketing system.
• · Following up with and making scheduled callbacks to customers as per standard procedures.
• · Staying current with agency system information, changes, and updates as directed.
• · Employs good written and communication skills in order to effectively respond to and answer customer inquiries both via phone and/or e-mail correspondence
• · Handles multiple priorities and customer issues in a professional and calm manner being able to interpret, understand and effectively resolve the question/s that the customer is asking
• · Enters, monitors, and updates help desk tickets in the call tracking system to track progress and resolution of customer issues
• · Performs closed-loop communication with end users to resolution
• · Must be able to meet and adhere to established guidelines for average chat volume, call times, number of tickets/calls per day, etc., and other related SLAs to ensure that we meet established and reported SLA requirements
• · Develop and create documentation on training materials, FAQs and Knowledge Base Articles
• · All other duties as assigned

Qualifications

Required:

• · 3 years of experience in a contact center environment providing customer/user service, and in providing technical and end-user support for commercial applications, COTS, and/or applications software using multiple channels, e.g., chat, phone, email, etc.; Amazon Lex and Amazon Connect experience preferred
• · Experience using a Help Desk ticketing system such as Salesforce, Remedy or Ivanti, Salesforce preferred
• · Experience researching problems, analyzing trends, and distributing findings
• · Strong customer service, verbal and written communication skills, and troubleshooting skills required
• · Ability to quickly learn complex business applications and apply this knowledge to assist end users
• · Experience developing Knowledge Base and related documentation
• · Bachelor’s degree or certification; work experience may be a substitute
• · US Citizenship necessary with ability to pass a background check
• · ACTIVE SECRET CLEARANCE REQUIRED

Company Overview

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in Tysons Corner, 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 & Vision 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 decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.