Experienced Junior Tech Support Specialist (24/7 Live-Chat Team) – Mobile and Online Banking Solutions

At arenaflex, we're revolutionizing the way people interact with 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 a tech-savvy individual with a passion for delivering exceptional customer experiences, we want to hear from you!

About arenaflex

arenaflex is a forward-thinking company that's dedicated to providing innovative mobile and online banking solutions to our clients. Our team is comprised of talented professionals who share a common goal: to make banking easier, faster, and more secure for everyone. We're committed to fostering a collaborative and supportive environment that encourages growth, learning, and innovation.

Job Summary

As a Junior Tech Support Specialist, you'll play a critical role in providing top-notch technical support to our clients' mobile and online banking solutions. You'll work directly with our clients, support end-users with technical questions, and collaborate with our technical team remotely. This is an entry-level position, and you'll have the opportunity to work with a small team and a team manager who will guide and support you throughout your journey.

Working Hours and Schedule

We offer a flexible schedule to accommodate your needs. Our 24/7 live-chat team operates on a 2-shift schedule:

• 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 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, functionalities, and technical requirements.
• Coordinating with software technicians, technical support, and developers: You'll work closely with our technical team to resolve issues, troubleshoot problems, and implement solutions.
• 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 need to be able to communicate complex technical concepts in a clear and concise manner to our clients and end-users.

Requirements

To succeed in this role, you'll need to possess the following skills and qualifications:

• Excellent written and spoken English: You'll need to be able to communicate effectively with our clients and end-users.
• Ability to establish good working relationships with customers: You'll need to be able to build trust and rapport with our clients and end-users.
• Solid troubleshooting ability: You'll need to be able to identify and resolve technical issues quickly and efficiently.
• Ability to learn technical skills quickly: You'll need to be able to learn and adapt to new technical skills and tools quickly.
• 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, functionalities, and technical requirements.
• Coordination with developers to investigate and diagnose issues: You'll need to be able to work closely with our development team to identify and resolve technical issues.
• Ability to manage a dynamic workload with many concurrent tasks: You'll need to be able to prioritize tasks, manage your time effectively, 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 tech support processes to ensure they're efficient, effective, and meet our clients' needs.

As Plus

While not required, the following skills and experiences 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 solid understanding of technical support principles and practices.
• Experience with Dialogflow: You'll have experience with Dialogflow, a popular platform for building conversational interfaces.
• Experience with various mobile phone platforms, especially iOS and Android: You'll have experience with mobile phone platforms, including iOS and Android.
• Project management experience: You'll have experience managing projects, including prioritizing tasks, managing timelines, and meeting deadlines.
• Working directly with US-based customers: You'll have experience working with US-based customers, including understanding their needs, preferences, and cultural nuances.
• Knowledge of US banking system: You'll have a solid understanding of the US banking system, including its regulations, laws, and industry standards.

Our Benefits

As a Junior Tech Support Specialist at arenaflex, you'll enjoy a range of benefits, including:

• Fully remote work: You'll have the flexibility to work from anywhere, at any time.
• Long-term employment: We're committed to providing long-term employment opportunities for our team members.
• Competitive salary: You'll receive a competitive salary that reflects your skills, experience, and qualifications.
• Community of practice, regular knowledge sharing among colleagues: You'll have the opportunity to learn from and share knowledge with your colleagues.
• Internet compensation (50$ per month): You'll receive a monthly internet compensation to support your work.
• Friendly and easy-going international team and colleagues: You'll be part of a diverse and inclusive team that values collaboration, creativity, and innovation.

How to Apply

If you're a motivated and tech-savvy 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 references. We can't wait to hear from you! Apply for this job