**Job Summary:**
Join arenaflex, a pioneering force in mobile and online banking technology, as a Junior Tech Support Specialist on our 24/7 live-chat team. As a key member of our technical support team, you will provide exceptional customer service to clients and end-users, troubleshooting and resolving technical issues related to our mobile and online banking solutions. This is an exciting entry-level opportunity to work with a dynamic team, develop your technical skills, and grow your career in a supportive and collaborative environment.
**About arenaflex:**
arenaflex is a leading provider of innovative mobile and online banking technology, dedicated to delivering exceptional customer experiences. Our team of experts is passionate about creating cutting-edge solutions that meet the evolving needs of our clients and their customers. As a Junior Tech Support Specialist, you will be part of a dynamic team that is shaping the future of mobile and online banking.
**Job Responsibilities:**
As a Junior Tech Support Specialist on our 24/7 live-chat team, you will be responsible for:
* Providing exceptional customer service to clients and end-users through live-chat, resolving technical issues related to our mobile and online banking solutions.
* Working closely with our technical team, including software technicians, technical support, and developers, to troubleshoot and resolve complex technical issues.
* Examining technical logs to identify and resolve issues encountered during 24/7 client support projects.
* Handling technical processes and explaining them to less-technical individuals, ensuring seamless communication and resolution.
* Coordinating with developers to investigate and diagnose issues, ensuring timely resolution and minimizing downtime.
* Managing a dynamic workload with multiple concurrent tasks, prioritizing and resolving issues efficiently.
* Monitoring and improving the quality of the tech support process, ensuring continuous improvement and excellence.
**Requirements:**
To succeed as a Junior Tech Support Specialist on our 24/7 live-chat team, you will need:
* Excellent written and spoken English skills, with the ability to communicate complex technical information effectively.
* Strong interpersonal skills, with the ability to establish good working relationships with customers and colleagues.
* Solid troubleshooting ability, with a logical and methodical approach to resolving technical issues.
* Ability to learn technical skills quickly, with a willingness to adapt to new technologies and processes.
* In-depth learning and understanding of our mobile and online banking products, with a passion for staying up-to-date with industry trends and developments.
* Coordination with developers to investigate and diagnose issues, with a strong understanding of technical concepts and principles.
* Ability to manage a dynamic workload with multiple concurrent tasks, prioritizing and resolving issues efficiently.
* Managing, monitoring, and improving the quality of the tech support process, ensuring continuous improvement and excellence.
**Preferred Qualifications:**
While not required, the following qualifications would be highly beneficial:
* Experience in banking live-chat, with a strong understanding of customer needs and expectations.
* Experience in technical support, with a proven track record of resolving complex technical issues.
* Experience with Dialogflow, with a strong understanding of conversational AI and chatbot development.
* Experience with various mobile phone platforms, especially iOS and Android, with a strong understanding of mobile device capabilities and limitations.
* Project management experience, with a strong understanding of Agile methodologies and project coordination.
* Working directly with US-based customers, with a strong understanding of US banking systems and regulations.
**Benefits:**
As a Junior Tech Support Specialist on our 24/7 live-chat team, you will enjoy:
* Fully remote work, with the flexibility to work from anywhere.
* Long-term employment, with opportunities for career growth and development.
* Competitive salary, with regular performance reviews and salary increases.
* Community of practice, with regular knowledge sharing among colleagues and opportunities for professional development.
* Internet compensation (50$ per month), with a range of benefits and perks to support your well-being and productivity.
* Friendly and easy-going international team and colleagues, with a strong focus on collaboration and teamwork.
**Work Environment:**
As a Junior Tech Support Specialist on our 24/7 live-chat team, you will work in a dynamic and fast-paced environment, with a strong focus on customer satisfaction and technical excellence. You will be part of a small team, working closely with colleagues to resolve technical issues and improve the quality of our tech support process.
**Shift Schedule:**
We operate a 2-shift schedule, with two teams working in rotation:
* Team 1: 9 pm - 9 am CST (Monday - Friday)
* Team 2: 9 am - 9 pm CST (Monday - Friday)
We also have a 5-day shift schedule, with one team working from 11 am - 7 pm EST (Monday - Friday).
**How to Apply:**
If you are a motivated and technical individual with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter, outlining your experience and qualifications for this role. We look forward to hearing from you!
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