Experienced Junior Tech Support Specialist – 24/7 Live-Chat Team at blithequark

Are you a tech-savvy individual with a passion for delivering exceptional customer support? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join blithequark's 24/7 live-chat team as a Junior Tech Support Specialist. As a key member of our technical support team, you will play a vital role in providing top-notch support to our clients' mobile and online banking solutions.

About blithequark

blithequark is a leading innovator in mobile and online banking technology, dedicated to empowering individuals and businesses to manage their financial lives with ease and confidence. Our cutting-edge solutions have revolutionized the way people bank, and we're committed to delivering exceptional customer experiences that exceed expectations. As a member of our team, you'll be part of a dynamic, collaborative environment that fosters growth, innovation, and fun.

Job Summary

As a Junior Tech Support Specialist, you will work directly with our clients, supporting end-users with technical questions about our products. You'll collaborate with our technical team remotely, leveraging your problem-solving skills and technical expertise to troubleshoot and resolve issues encountered during 24/7 client support projects. This is an entry-level position, perfect for individuals who are eager to learn, grow, and develop their technical skills in a supportive and collaborative environment.

Working Hours and Schedule

We operate on a 2-shift schedule, with two teams working in rotation:

• Team A: 9 pm - 9 am CST (Monday to Friday)
• Team B: 9 am - 9 pm CST (Monday to Friday)

You'll work a rotating schedule, ensuring that our clients receive uninterrupted support 24/7. This schedule allows for a healthy work-life balance and provides opportunities for personal growth and development.

Primary Responsibilities

As a Junior Tech Support Specialist, your primary responsibilities will include:

• In-depth understanding of our banking software and apps: You'll become an expert in our mobile and online banking products, understanding their features, functionality, and technical nuances.
• Coordinating with software technicians, technical support, and developers: You'll work closely with our technical teams to troubleshoot and resolve issues, ensuring seamless communication and collaboration.
• Examining technical logs to troubleshoot and resolve issues: You'll analyze technical logs to identify and resolve issues encountered during 24/7 client support projects.
• Handling technical processes and explaining them to less-technical people: You'll be able to break down complex technical concepts into simple, easy-to-understand language, ensuring that our clients receive clear and concise support.

Requirements

To succeed in this role, you'll need:

• Excellent written and spoken English: You'll communicate effectively with our clients, both in writing and verbally.
• Ability to establish good working relationships with customers: You'll build trust and rapport with our clients, ensuring that they receive exceptional support and service.
• Solid troubleshooting ability: You'll be able to analyze complex technical issues and develop effective solutions.
• Ability to learn technical skills quickly: You'll be eager to learn and adapt to new technologies, tools, and processes.
• In-depth learning and understanding of our mobile and online banking products: You'll become an expert in our products, understanding their features, functionality, and technical nuances.
• Coordination with developers to investigate and diagnose issues: You'll work closely with our development teams to identify and resolve technical issues.
• Ability to manage a dynamic workload with many concurrent tasks: You'll prioritize tasks, manage your time effectively, and meet deadlines.
• Managing, monitoring, and improving the quality of the tech support process: You'll continuously evaluate and improve our support processes, ensuring that we deliver exceptional customer experiences.

As Plus

While not required, the following experiences will be a huge asset:

• Experience in banking live-chat: You'll have a deep understanding of the banking industry and live-chat support.
• Experience in technical support: You'll be able to troubleshoot and resolve technical issues efficiently.
• Experience with Dialogflow: You'll be familiar with this popular conversational AI platform.
• Experience with various mobile phone platforms, especially iOS and Android: You'll understand the nuances of different mobile operating systems.
• Project management experience: You'll be able to manage multiple projects and tasks simultaneously.
• Working directly with US-based customers: You'll be familiar with US banking systems and regulations.
• Knowledge of US banking system: You'll understand the complexities of the US banking industry.

Our Benefits

As a member of our team, you'll enjoy:

• Fully remote work: Work from the comfort of your own home, or anywhere in the world.
• Long-term employment: We're committed to providing stable, long-term employment opportunities.
• Competitive salary: You'll receive a competitive salary that reflects your skills and experience.
• Community of practice, regular knowledge sharing among colleagues: You'll be part of a collaborative environment that fosters growth, innovation, and learning.
• Internet compensation (50$ per month): You'll receive a monthly stipend to support your internet costs.
• Friendly and easy-going international team and colleagues: You'll be part of a diverse, global team that values collaboration, respect, and fun.

How to Apply

If you're a motivated, tech-savvy individual who is passionate about delivering exceptional customer support, we invite you to apply for this exciting opportunity. Please submit your application through our website: Apply Job! We can't wait to hear from you! Apply for this job