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. This is an exciting opportunity for an entry-level professional to kick-start their career in technical support, working with a dynamic team and cutting-edge technology.
**About arenaflex**
arenaflex is a forward-thinking company that's passionate about delivering innovative mobile and online banking solutions. Our mission is to empower individuals and businesses to manage their finances with ease, security, and convenience. With a strong focus on customer satisfaction, we're committed to providing exceptional support and service to our clients.
**Job Summary**
As a Junior Tech Support Specialist, you'll be the first point of contact for our clients' technical queries about our mobile and online banking solutions. You'll work closely with our technical team, software technicians, and developers to resolve issues, troubleshoot problems, and provide top-notch support to our clients. This is an excellent opportunity to develop your technical skills, work independently, and collaborate with a supportive and collaborative team.
**Working Hours and Schedules**
We offer flexible working hours to accommodate different schedules and lifestyles. Our 24/7 live-chat team operates on the following schedules:
* 4 shift schedule: Monday to Friday, 12 am - 9 am US EST (4 pm - 12 pm US EST), Saturday and Sunday, full coverage - rotation schedule
* 2 shift schedule: 9 pm - 9 am CST / 9 am - 9 pm CST - rotation schedule
* 5 days shift (Sunday is a working day): 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 mobile and online banking products, including their features, functionality, and technical aspects.
* **Coordinating with technical teams**: You'll work closely with software technicians, technical support, and developers to resolve issues, troubleshoot problems, and provide support to our clients.
* **Examining technical logs**: You'll analyze technical logs to identify and resolve issues encountered during 24/7 client support projects.
* **Handling technical processes**: You'll be able to explain complex technical processes to less-technical individuals, ensuring that our clients receive clear and concise support.
* **Troubleshooting and resolving issues**: You'll use your technical skills and knowledge to troubleshoot and resolve issues encountered by our clients.
**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 team members.
* **Ability to establish good working relationships**: You'll need to build strong relationships with our clients and team members.
* **Solid troubleshooting ability**: You'll need to be able to identify and resolve technical issues efficiently.
* **Ability to learn technical skills quickly**: You'll need to be able to learn and adapt to new technical skills and knowledge.
* **In-depth learning and understanding of our mobile and online banking products**: You'll need to have a solid understanding of our products and their technical aspects.
* **Coordination with developers**: You'll need to work closely with developers to investigate and diagnose issues.
* **Ability to manage a dynamic workload**: You'll need to be able to manage multiple tasks and priorities in a fast-paced environment.
* **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 exceptional client satisfaction.
**Preferred Qualifications**
While not essential, the following qualifications would be beneficial:
* **Experience in banking live-chat**: You'll have a strong understanding of the banking industry and live-chat support.
* **Experience in technical support**: You'll have a solid background in technical support and troubleshooting.
* **Experience with Dialogflow**: You'll have experience with Dialogflow and other conversational AI platforms.
* **Experience with various mobile phone platforms**: You'll have experience with iOS and Android platforms.
* **Project management experience**: You'll have experience managing projects and prioritizing tasks.
* **Working directly with US-based customers**: You'll have experience working with US-based customers and understanding their needs.
* **Knowledge of US banking systems**: You'll have a solid understanding of US banking systems and regulations.
**Our Benefits**
At arenaflex, we offer a range of benefits to support your career growth and well-being:
* **Fully remote work**: You'll have the flexibility to work from anywhere, at any time.
* **Long-term employment**: We're committed to providing stable and long-term employment opportunities.
* **Competitive salary**: You'll receive a competitive salary that reflects your skills and experience.
* **Paid sick leave and internal medical insurance policy**: You'll have access to paid sick leave and internal medical insurance policy.
* **Community of practice**: You'll be part of a community of practice, where you can share knowledge and learn from your colleagues.
* **Regular knowledge sharing**: You'll have opportunities to share your knowledge and expertise with your colleagues.
* **Internet compensation**: You'll receive a monthly internet compensation of $50.
* **Friendly and easy-going international team**: You'll be part of a friendly and easy-going international team, where you can collaborate and learn from your colleagues.
**How to Apply**
If you're a motivated and talented individual who is passionate about technical support and customer satisfaction, we'd love to hear from you. Please apply through our website, and we'll be in touch to discuss your application.
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