At careerzynith, we're revolutionizing the mobile and online banking technology landscape, and we're looking for a talented and motivated Junior Tech Support Specialist to join our 24/7 live-chat team. As a key member of our technical support team, you'll play a vital role in delivering exceptional customer experiences and ensuring the smooth operation of our banking software and apps.
**About careerzynith**
careerzynith is a leading provider of innovative mobile and online banking solutions, dedicated to empowering financial institutions to deliver exceptional customer experiences. Our cutting-edge technology and commitment to excellence have earned us a reputation as a trusted partner in the industry. As a Junior Tech Support Specialist, you'll be part of a dynamic team that's passionate about making a difference in the world of banking technology.
**Job Summary**
We're seeking a highly skilled and enthusiastic Junior Tech Support Specialist to join our 24/7 live-chat team. As a key member of our technical support team, you'll work directly with our clients, support end-users with technical questions about our products, and collaborate with a technical team remotely. This is an entry-level position, and you'll work closely with a small team under the guidance of a team manager.
**Working Hours and Schedule**
As a Junior Tech Support Specialist, you'll work a 2-shift schedule, rotating between 9 pm - 9 am CST and 9 am - 9 pm CST. This schedule allows you to work in a dynamic environment, providing 24/7 support to our clients and their end-users.
**Primary Responsibilities**
As a Junior Tech Support Specialist, your primary responsibilities will include:
* **In-depth understanding of our banking software and apps**: You'll need to have a solid grasp of our products and be able to troubleshoot and resolve issues encountered during 24/7 client support projects.
* **Coordinating with software technicians, technical support, and developers**: You'll work closely with our technical teams to investigate and diagnose issues, ensuring that our clients receive timely and effective support.
* **Examining technical logs to troubleshoot and resolve issues**: You'll analyze technical logs to identify and resolve issues, ensuring that our clients' systems are running smoothly.
* **Handling technical processes and explaining them to less-technical people**: You'll need to be able to communicate complex technical concepts in a clear and concise manner, ensuring that our clients and their end-users understand the solutions we provide.
**Requirements**
To be successful as a Junior Tech Support Specialist, you'll need to possess the following qualifications:
* **Excellent written and spoken English**: You'll need to be able to communicate effectively with our clients and their end-users, both in writing and over the phone.
* **Ability to establish good working relationships with customers**: You'll need to be able to build trust and rapport with our clients and their end-users, ensuring that they receive exceptional support.
* **Solid troubleshooting ability**: You'll need to be able to analyze complex technical issues and develop effective solutions.
* **Ability to learn technical skills quickly**: You'll need to be able to learn new technical skills and adapt to changing technologies and systems.
* **In-depth learning and understanding of our mobile and online banking products**: You'll need to have a solid understanding of our products and be able to troubleshoot and resolve issues encountered during 24/7 client support projects.
* **Coordination with developers to investigate and diagnose issues**: You'll work closely with our development teams to investigate and diagnose issues, ensuring that our clients receive timely and effective support.
* **Ability to manage a dynamic workload with many concurrent tasks**: You'll need to be able to prioritize tasks and manage your time effectively, ensuring that you meet deadlines and deliver high-quality results.
* **Managing, monitoring, and improving the quality of the tech support process**: You'll need to be able to analyze and improve our technical support processes, ensuring that we deliver exceptional customer experiences.
**As Plus**
While not essential, the following qualifications would be highly desirable:
* **Experience in banking live-chat**: You'll have a solid understanding of the banking industry and be able to provide expert-level support to our clients and their end-users.
* **Experience in technical support**: You'll have a solid understanding of technical concepts and be able to troubleshoot and resolve complex technical issues.
* **Experience with Dialogflow**: You'll have experience with Dialogflow and be able to develop effective chatbot solutions for our clients.
* **Experience with various mobile phone platforms, especially iOS and Android**: You'll have experience with mobile phone platforms and be able to troubleshoot and resolve issues related to these platforms.
* **Project management experience**: You'll have experience managing projects and be able to prioritize tasks and manage your time effectively.
* **Working directly with US-based customers**: You'll have experience working with US-based customers and be able to provide expert-level support to these clients.
* **Knowledge of US banking systems**: You'll have a solid understanding of US banking systems and be able to provide expert-level support to our clients and their end-users.
**Our Benefits**
As a Junior Tech Support Specialist at careerzynith, you'll enjoy a range of benefits, including:
* **Fully remote work**: You'll be able to work from the comfort of your own home, ensuring that you have a healthy work-life balance.
* **Long-term employment**: We're committed to providing long-term employment opportunities for our team members, ensuring that you have a stable and secure career.
* **Competitive salary**: You'll receive a competitive salary, reflecting your skills and experience.
* **Community of practice, regular knowledge sharing among colleagues**: You'll be part of a dynamic community of practice, where you'll have the opportunity to share your knowledge and learn from your colleagues.
* **Internet compensation (50$ per month)**: You'll receive a monthly internet compensation, ensuring that you have the tools and resources you need to succeed.
* **Friendly and easy-going international team and colleagues**: You'll be part of a friendly and easy-going team, where you'll have the opportunity to build strong relationships with your colleagues.
**How to Apply**
If you're a motivated and enthusiastic individual with a passion for technical support, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!