Junior Tech Support Specialist (24/7 Live-Chat Team) at arenaflex

Join arenaflex, a pioneer in mobile and online banking technology, as we seek a talented Junior Tech Support Specialist to join our 24/7 live-chat team. As a key member of our technical support team, you will play a vital role in delivering exceptional customer experiences to our clients' end-users.

About arenaflex

arenaflex is a leading provider of innovative mobile and online banking solutions, empowering financial institutions to deliver seamless, secure, and user-friendly experiences to their customers. Our cutting-edge technology and commitment to excellence have earned us a reputation as a trusted partner in the banking industry. As a Junior Tech Support Specialist, you will be part of a dynamic team that is passionate about delivering exceptional customer support and driving business growth.

Job Summary

We are seeking a highly motivated and technically savvy Junior Tech Support Specialist to join our 24/7 live-chat team. As a key member of our technical support team, you will work directly with our clients, support end-users with technical questions about our products, and collaborate with a technical team remotely. This is an entry-level position, and you will work under the guidance of a team manager in coordination with other departments at arenaflex.

Working Hours and Schedule

Our team operates on a 2-shift schedule, with two rotations:

• 9 pm - 9 am CST (Monday to Friday)
• 9 am - 9 pm CST (Monday to Friday)

You will be required to work a rotating schedule, ensuring that our 24/7 live-chat service is always available to our clients' end-users.

Primary Responsibilities

As a Junior Tech Support Specialist, your primary responsibilities will include:

• In-depth understanding of our banking software and apps: You will be required to have a thorough understanding of our mobile and online banking products, including their features, functionality, and technical specifications.
• Coordinating with software technicians, technical support, and developers: You will work closely with our technical teams to troubleshoot and resolve issues encountered during 24/7 client support projects.
• Examining technical logs to troubleshoot and resolve issues: You will analyze technical logs to identify and resolve issues encountered by our clients' end-users.
• Handling technical processes and explaining them to less-technical people: You will be required to communicate complex technical information to non-technical stakeholders, ensuring that they understand the technical processes and solutions.

Requirements

To be successful in this role, you will need to possess the following skills and qualifications:

• Excellent written and spoken English: You will be required to communicate effectively with our clients' end-users, who may have varying levels of technical expertise.
• Ability to establish good working relationships with customers: You will work directly with our clients' end-users, providing them with exceptional customer support and resolving their technical issues.
• Solid troubleshooting ability: You will be required to analyze technical issues and develop effective solutions to resolve them.
• Ability to learn technical skills quickly: You will need to be able to learn new technical skills and adapt to changing technical environments.
• In-depth learning and understanding of our mobile and online banking products: You will be required to have a thorough understanding of our products, including their features, functionality, and technical specifications.
• Coordination with developers to investigate and diagnose issues: You will work closely with our development teams to investigate and diagnose technical issues.
• Ability to manage a dynamic workload with many concurrent tasks: You will be required to prioritize tasks and manage your workload effectively, ensuring that our 24/7 live-chat service is always available to our clients' end-users.
• Managing, monitoring, and improving the quality of the tech support process: You will be responsible for monitoring and improving the quality of our technical support process, ensuring that our clients' end-users receive exceptional customer support.

As Plus

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

• Experience in banking live-chat: You will have experience working in a live-chat environment, providing customer support to clients in the banking industry.
• Experience in technical support: You will have experience providing technical support to customers, either in a live-chat or phone-based environment.
• Experience with Dialogflow: You will have experience working with Dialogflow, a popular platform for building conversational interfaces.
• Experience with various mobile phone platforms, especially iOS and Android: You will have experience working with multiple mobile phone platforms, including iOS and Android.
• Project management experience: You will have experience managing projects, ensuring that tasks are completed on time and to a high standard.
• Working directly with US-based customers: You will have experience working directly with customers in the US, providing them with exceptional customer support.
• Knowledge of US banking systems: You will have knowledge of the US banking system, including its regulations, laws, and industry standards.

Our Benefits

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

• Fully remote work: You will have the flexibility to work from home, ensuring that you can balance your work and personal life effectively.
• Long-term employment: We offer long-term employment opportunities, ensuring that you can build a stable and secure career with arenaflex.
• Competitive salary: You will receive a competitive salary, reflecting your skills and experience.
• Community of practice, regular knowledge sharing among colleagues: You will be part of a dynamic community of practice, where you can share your knowledge and learn from your colleagues.
• Internet compensation (50$ per month): You will receive a monthly internet compensation, ensuring that you have access to the resources you need to perform your job effectively.
• Friendly and easy-going international team and colleagues: You will be part of a friendly and easy-going team, where you can build strong relationships with your colleagues and enjoy a positive work environment.

How to Apply

If you are a motivated and technically savvy individual who is passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job