At arenaflex, we are dedicated to delivering exceptional customer experiences through our innovative mobile applications. As a Service Desk Specialist/Live Chat Agent, you will play a critical role in ensuring the smooth operation of our myColorado application, providing top-notch support and assistance to our users. If you are passionate about technology, enjoy working in a fast-paced environment, and are committed to delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading provider of innovative mobile applications, dedicated to empowering individuals and organizations to achieve their goals. Our team of experts is passionate about delivering exceptional customer experiences, and we are committed to creating a work environment that is collaborative, inclusive, and supportive. As a Service Desk Specialist/Live Chat Agent, you will be part of a dynamic team that is dedicated to making a positive impact in the lives of our users.
**Responsibilities**
As a Service Desk Specialist/Live Chat Agent, you will be responsible for providing critical assistance to keep the myColorado application running smoothly. Your key responsibilities will include:
* Providing Tier I support and customer assistance for a mobile application, utilizing chat tools to engage with users and resolve their issues in a timely and efficient manner.
* Troubleshooting, reproduction, reporting, and problem resolution in both iOS and Android operating systems, ensuring that issues are resolved quickly and effectively.
* Installing the myColorado software on supported devices, following defined procedures, processes, and methods to ensure a seamless user experience.
* Employing Incident Management procedures to enter tickets into the required tracking system, ensuring that issues are properly documented and tracked.
**Minimum Qualifications**
To be considered for this role, you must meet the following minimum qualifications:
* One year of professional experience in an occupational field related to the work assigned to the position, including mobile application support.
* OR
* Associate's degree from an accredited institution in a field of study related to the work assignment, including Computer Science, Computer Information Systems, Cybersecurity, or other related technical degrees.
**Substitutions**
We understand that experience and education can vary, and we are willing to consider substitutions for the required qualifications. These may include:
* Additional, appropriate paid or unpaid experience that will substitute for the required education on a year-for-year basis.
* Additional appropriate education that will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications.
* Training or Certification related to the work assigned to the position that will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.
**Preferred Qualifications**
While not required, the following qualifications are highly desirable:
* Jira experience, with a strong understanding of project management and issue tracking.
* ITIL Certification, demonstrating a commitment to delivering exceptional customer service and support.
* Agile and scrum methodology experience, with a strong understanding of iterative development and continuous improvement.
* Government work experience, with a strong understanding of regulatory requirements and compliance.
* Apple and Google Play Store experience, with a strong understanding of mobile application development and deployment.
* Use of diagnostic tools and knowledge of diverse range of mobile device makes and models, with a strong understanding of troubleshooting and problem resolution.
**Work Environment and Company Culture**
As a Service Desk Specialist/Live Chat Agent, you will be working in a fast-paced, dynamic environment that is committed to delivering exceptional customer experiences. Our team is passionate about technology, and we are dedicated to creating a work environment that is collaborative, inclusive, and supportive. You will have the opportunity to work with a talented team of experts, learn new skills, and contribute to the development of innovative mobile applications.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* A salary that is commensurate with experience and qualifications.
* A comprehensive benefits package, including medical, dental, and vision insurance.
* A 401(k) retirement plan, with a company match.
* Paid time off, including vacation, sick leave, and holidays.
* Opportunities for professional development and career growth.
**How to Apply**
If you are passionate about technology, enjoy working in a fast-paced environment, and are committed to delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter, outlining your qualifications and experience. We look forward to hearing from you!
**Note:** This is a remote position, and you must be a resident of the State of Colorado to be considered. We will not consider out-of-state candidates who are looking to relocate to Colorado for this position.
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