At arenaflex, we're revolutionizing the way people bank and manage their finances through innovative mobile and online banking technology. As a leading industry player, we're seeking a talented and motivated Junior Tech Support Specialist to join our 24/7 live-chat team. If you're passionate about delivering exceptional customer experiences, have a knack for problem-solving, and thrive in a dynamic, collaborative environment, we want to hear from you!
**About arenaflex**
arenaflex is a forward-thinking company that's committed to pushing the boundaries of mobile and online banking technology. Our team of experts is dedicated to creating seamless, user-friendly experiences that empower our customers to take control of their financial lives. With a strong focus on innovation, customer satisfaction, and employee growth, we're an exciting place to build a career.
**Job Summary**
As a Junior Tech Support Specialist, you'll play a vital role in providing top-notch technical support to our clients and end-users through our 24/7 live-chat service. You'll work closely with our technical team, software technicians, and developers to troubleshoot and resolve complex technical issues, ensuring that our clients' mobile and online banking solutions run smoothly. This is an entry-level position, and we're looking for a smart, creative, and enthusiastic individual who's eager to learn and grow with our team.
**Working Hours and Schedule**
Our 24/7 live-chat team operates on a 2-shift schedule, with two rotations:
* 9 pm - 9 am CST (Monday to Friday)
* 9 am - 9 pm CST (Monday to Friday)
You'll work a rotating schedule, ensuring that our clients receive uninterrupted support 24/7. We understand the importance of work-life balance, and we're committed to providing a supportive environment that allows you to thrive.
**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 mobile and online banking products, including their features, functionality, and technical requirements.
* **Coordinating with technical teams**: You'll work closely with software technicians, technical support, and developers to troubleshoot and resolve complex technical issues.
* **Examining technical logs**: You'll analyze technical logs to identify and troubleshoot issues encountered during 24/7 client support projects.
* **Handling technical processes**: You'll be able to explain technical processes to less-technical individuals, ensuring that our clients receive clear, concise support.
* **Troubleshooting and resolving issues**: You'll use your problem-solving skills to identify and resolve technical issues, ensuring that our clients' mobile and online banking solutions run smoothly.
**Requirements**
To succeed in this role, you'll need to possess the following essential qualifications:
* **Excellent written and spoken English**: You'll need to communicate effectively with our clients and technical teams.
* **Ability to establish good working relationships with customers**: You'll need to build trust and rapport with our clients, ensuring that they receive exceptional support.
* **Solid troubleshooting ability**: You'll need to be able to identify and resolve complex technical issues.
* **Ability to learn technical skills quickly**: You'll need to be able to learn and adapt to new technologies and technical requirements.
* **In-depth learning and understanding of our mobile and online banking products**: You'll need to have a solid grasp of our products, including their features, functionality, and technical requirements.
* **Coordination with developers**: You'll need to work closely with developers to investigate and diagnose issues.
* **Ability to manage a dynamic workload**: You'll need to be able to prioritize tasks, manage multiple projects, and meet deadlines.
* **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 our clients receive exceptional support.
**As Plus**
While not essential, the following qualifications would be a huge asset:
* **Experience in banking live-chat**: You'll have a solid understanding of the banking industry and live-chat support.
* **Experience in technical support**: You'll have a proven track record of providing exceptional technical support.
* **Experience with Dialogflow**: You'll have experience with Dialogflow, a popular platform for building conversational interfaces.
* **Experience with various mobile phone platforms**: You'll have experience with iOS and Android, as well as other mobile phone platforms.
* **Project management experience**: You'll have experience managing projects, prioritizing tasks, and meeting deadlines.
* **Working directly with US-based customers**: You'll have experience communicating with US-based customers, understanding their needs, and providing exceptional support.
* **Knowledge of US banking systems**: You'll have a solid understanding of the US banking system, including its regulations, laws, and industry standards.
**Our Benefits**
At arenaflex, we're committed to providing a supportive, collaborative environment that allows our employees to thrive. Some of our benefits include:
* **Fully remote work**: You'll have the flexibility to work from anywhere, at any time.
* **Long-term employment**: We're committed to providing a stable, long-term employment opportunity.
* **Competitive salary**: You'll receive a competitive salary, commensurate with your experience and qualifications.
* **Community of practice**: You'll be part of a community of practice, where you can share knowledge, learn from others, and grow professionally.
* **Regular knowledge sharing**: You'll have the opportunity to share your knowledge and expertise with others, ensuring that our team is always up-to-date with the latest technologies and industry trends.
* **Internet compensation**: You'll receive a monthly internet compensation of $50, ensuring that you have the tools and resources you need to succeed.
* **Friendly and easy-going international team**: You'll be part of a diverse, international team that's passionate about delivering exceptional customer experiences.
**How to Apply**
If you're a motivated, enthusiastic individual who's passionate about delivering exceptional customer experiences, we want to hear from you! Please submit your application, including your resume, cover letter, and any relevant certifications or qualifications. We can't wait to hear from you!
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