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

At arenaflex, we're revolutionizing the world of mobile and online banking technology, and we're looking for a talented and motivated 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 and ensuring the smooth operation of our banking software and apps.

About arenaflex

arenaflex is a leading industry player in mobile and online banking technology, dedicated to providing innovative solutions that empower individuals and businesses to manage their finances with ease. Our cutting-edge products and services are designed to meet the evolving needs of our customers, and we're committed to delivering exceptional support and service to our users.

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 to resolve issues. This is an entry-level position, and you'll have the opportunity to work with a small team, under the guidance of a team manager, and in coordination with other departments at arenaflex.

Working Schedule and Hours

Our 24/7 live-chat team operates Monday through Friday, with working hours from 11 am to 7 pm US EST (New York time zone). This role requires flexibility, as you'll be working in a dynamic environment, responding to customer inquiries and resolving technical issues in a timely and efficient manner.

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 team to resolve issues, investigate technical logs, and implement solutions.
• Examining technical logs to troubleshoot and resolve issues: You'll analyze technical data to identify and resolve problems, ensuring that our customers receive timely and effective support.
• Handling technical processes and explaining them to less-technical people: You'll need to be able to communicate complex technical information in a clear and concise manner, making it accessible to our customers.

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 communicate effectively with our customers, both in writing and over the phone.
• Ability to establish good working relationships with customers: You'll work closely with our customers, providing them with exceptional support and service.
• Solid troubleshooting ability: You'll need to be able to analyze technical issues, identify the root cause, and implement effective solutions.
• Ability to learn technical skills quickly: You'll need to be able to learn and adapt to new technologies and systems, as well as stay up-to-date with industry developments.
• In-depth learning and understanding of our mobile and online banking products: You'll need to have a solid grasp 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 that they meet the needs of our customers.

As Plus

While not essential, the following skills and qualifications would be highly desirable:

• Experience in banking live-chat: You'll have a solid understanding of the banking industry and the technical requirements of our products and services.
• Experience in technical support: You'll have a proven track record of providing effective technical support to customers.
• Experience with Dialogflow: You'll have experience with this popular platform for building conversational interfaces.
• Experience with various mobile phone platforms, especially iOS and Android: You'll have a solid understanding of the technical requirements of these platforms.
• 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 providing them with effective support.
• Knowledge of US banking system: You'll have a solid understanding of the US banking system, including its regulations, laws, and technical requirements.

Our Benefits

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

• Remote-friendly role, depending on location eligibility: You'll have the flexibility to work from home, depending on your location.
• Long-term employment: We're committed to providing a stable and secure work environment.
• Competitive salary: You'll receive a competitive salary, commensurate with your experience and qualifications.
• Paid vacation and days off on national holidays: You'll have time to relax and recharge, enjoying paid vacation and days off on national holidays.
• Paid sick leave and internal medical insurance policy: You'll have access to paid sick leave and an internal medical insurance policy.
• Community of practice, regular knowledge sharing among colleagues: You'll be part of a community of practice, where you'll have the opportunity to share knowledge and learn from your colleagues.
• Internet compensation (50$ per month): You'll receive a monthly internet compensation, to support your work from home needs.
• Friendly and easy-going international team and colleagues: You'll be part of a diverse and inclusive team, where you'll have the opportunity to work with colleagues from around the world.

How to Apply

If you're a motivated and talented individual, with a passion for technical support and a desire to work in a dynamic and innovative environment, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job