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

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]. Apply for this job