At arenaflex, we're revolutionizing the mobile and online banking technology landscape, and we're looking for a talented and enthusiastic Junior Tech Support Specialist to join our 24/7 live-chat team. As a key member of our technical support team, you'll play a vital role in delivering exceptional customer experiences, resolving technical issues, and collaborating with our development team to drive innovation.
**About arenaflex**
arenaflex is a leading industry player in mobile and online banking technology, dedicated to providing cutting-edge solutions that empower our clients to succeed. Our team is passionate about delivering exceptional customer experiences, and we're committed to fostering a culture of innovation, collaboration, and continuous learning.
**Job Summary**
As a Junior Tech Support Specialist, you'll work directly with our clients, supporting end-users with technical questions about our products, and collaborating with our technical team remotely. This is an entry-level position, and you'll work closely with a small team under the guidance of a team manager. You'll have the opportunity to work with a dynamic team, develop your technical skills, and contribute to the growth and success of arenaflex.
**Working Hours and Schedule**
We offer a flexible schedule to accommodate your needs, with two shift options:
* 9 pm - 9 am CST / 9 am - 9 pm CST (rotation schedule)
* 5 days shift (Saturday is a working day): 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 products and services, including their features, functionality, and technical requirements.
* **Coordinating with software technicians, technical support, and developers**: You'll work closely with our technical teams to resolve technical issues, investigate and diagnose 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, making them accessible to non-technical stakeholders.
**Requirements**
To succeed in this role, you'll need to possess:
* **Excellent written and spoken English**: You'll need to communicate effectively with our clients, colleagues, and stakeholders.
* **Ability to establish good working relationships with customers**: You'll need to build trust and rapport with our clients, providing exceptional customer experiences.
* **Solid troubleshooting ability**: You'll need to be able to identify and resolve technical issues efficiently and effectively.
* **Ability to learn technical skills quickly**: You'll need to be able to absorb new technical knowledge and skills rapidly, adapting to changing requirements and technologies.
* **In-depth learning and understanding of our mobile and online banking products**: You'll need to have a deep understanding of our products and services, including their features, functionality, and technical requirements.
* **Coordination with developers to investigate and diagnose issues**: You'll 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 technical support processes, ensuring they meet the highest standards of quality and efficiency.
**As Plus**
While not essential, the following experience and skills would be highly beneficial:
* **Experience in banking live-chat**: You'll have a deeper understanding of the banking industry and the technical requirements of our products and services.
* **Experience in technical support**: You'll have a solid foundation in technical support principles and practices.
* **Experience with Dialogflow**: You'll have experience with conversational AI platforms and their applications in technical support.
* **Experience with various mobile phone platforms, especially iOS and Android**: You'll have a deep understanding of mobile operating systems and their technical requirements.
* **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 customers in the US, understanding their needs and preferences.
* **Knowledge of US banking systems**: You'll have a deep understanding of the US banking industry, including its regulations, laws, and technical requirements.
**Our Benefits**
As a member of our team, you'll enjoy:
* **Fully remote work**: You'll have the flexibility to work from anywhere, at any time.
* **Long-term employment**: We're committed to providing stable, long-term employment opportunities for our team members.
* **Competitive salary**: You'll receive a competitive salary, commensurate with your experience and qualifications.
* **Community of practice, regular knowledge sharing among colleagues**: You'll be part of a collaborative community, sharing knowledge and best practices with your colleagues.
* **Internet compensation (50$ per month)**: You'll receive a monthly internet allowance to support your work.
* **Friendly and easy-going international team and colleagues**: You'll be part of a diverse, international team, working with colleagues from around the world.
**How to Apply**
If you're a motivated, enthusiastic, and technically skilled individual who is passionate about delivering exceptional customer experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information].
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