At arenaflex, a pioneering force in mobile and online banking technology, we're on a mission to revolutionize the way people interact with their financial institutions. As a Junior Tech Support Specialist on our 24/7 live-chat team, you'll play a vital role in delivering exceptional support to our clients and their end-users. If you're a tech-savvy individual with a passion for problem-solving and a knack for building strong relationships, we want to hear from you.
**About arenaflex**
arenaflex is a trailblazing company that's been at the forefront of mobile and online banking technology for years. Our innovative solutions have empowered millions of people worldwide to manage their finances with ease and confidence. As a member of our team, you'll be part of a dynamic and supportive community that's dedicated to excellence and customer satisfaction.
**Job Summary**
As a Junior Tech Support Specialist, you'll work closely with our clients, support end-users with technical questions about our products, and collaborate with our technical team remotely. This is an entry-level position that offers a unique opportunity to learn and grow with a small team. You'll work under the guidance of a team manager and in coordination with other departments at arenaflex. Your primary responsibility will be to provide exceptional support to our clients and their end-users through our 24/7 live-chat service.
**Working Hours and Schedule**
We offer a flexible schedule to accommodate your needs and preferences. Our working hours are divided into two shifts:
* 9 pm - 9 am CST (rotation schedule)
* 9 am - 9 pm CST (rotation schedule)
* 5 days shift (Mon - Fri): 11 am - 7 pm EST
**Primary Responsibilities**
As a Junior Tech Support Specialist, your key responsibilities will include:
* **In-depth understanding of our banking software and apps**: You'll need to have a solid grasp of our products and services to provide accurate and effective support to our clients and their end-users.
* **Coordinating with software technicians, technical support, and developers**: You'll work closely with our technical team to resolve issues and improve our products and services.
* **Examining technical logs to troubleshoot and resolve issues**: You'll analyze technical logs to identify and resolve issues encountered during our 24/7 clients support project.
* **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.
**Requirements**
To succeed in this role, you'll need to possess the following qualifications:
* **Excellent written and spoken English**: You'll need to communicate effectively with our clients and their end-users through our live-chat service.
* **Ability to establish good working relationships with customers**: You'll need to build trust and rapport with our clients and their end-users to provide exceptional support.
* **Solid troubleshooting ability**: You'll need to be able to analyze and resolve technical issues efficiently and effectively.
* **Ability to learn technical skills quickly**: You'll need to be able to learn and adapt to new technologies and processes quickly.
* **In-depth learning and understanding of our mobile and online banking products**: You'll need to have a solid grasp of our products and services to provide accurate and effective support.
* **Coordination with developers to investigate and diagnose issues**: You'll work closely with our technical team to resolve issues and improve our products and services.
* **Ability to manage a dynamic workload with many concurrent tasks**: You'll need to be able to prioritize tasks and manage your time effectively to meet the demands of our 24/7 live-chat service.
* **Managing, monitoring, and improving the quality of the tech support process**: You'll need to be able to analyze and improve our tech support process to ensure exceptional customer satisfaction.
**As Plus**
While not required, the following experiences would be a huge asset:
* **Experience in banking live-chat**: You'll have a deeper understanding of the banking industry and the specific challenges and opportunities that come with it.
* **Experience in technical support**: You'll have a solid foundation in troubleshooting and resolving technical issues.
* **Experience with Dialogflow**: You'll have a deeper understanding of conversational AI and its applications in customer support.
* **Experience with various mobile phone platforms, especially iOS and Android**: You'll have a solid grasp of the different mobile operating systems and their features.
* **Project management experience**: You'll have a solid understanding of project management principles and practices.
* **Working directly with US-based customers**: You'll have a deeper understanding of the US market and the specific challenges and opportunities that come with it.
* **Knowledge of US banking system**: You'll have a solid grasp of the US banking system and its regulations.
**Our Benefits**
As a member of our team, you'll enjoy the following benefits:
* **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 and secure work environment.
* **Competitive salary**: You'll be rewarded with a competitive salary that reflects your skills and experience.
* **Community of practice, regular knowledge sharing among colleagues**: You'll be part of a dynamic and supportive community that's dedicated to learning and growth.
* **Internet compensation (50$ per month)**: You'll receive a monthly stipend to help you stay connected and productive.
* **Friendly and easy-going international team and colleagues**: You'll be part of a diverse and inclusive team that's passionate about delivering exceptional customer support.
**How to Apply**
If you're a motivated and tech-savvy individual who's passionate about delivering exceptional customer support, we want to hear from you. Apply now to join our dynamic and supportive team at arenaflex.
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