Experienced Service Desk Specialist/Live Chat Agent – Mobile Application Support and Customer Assistance

At arenaflex, we're on a mission to revolutionize the way people interact with technology and access essential services. As a Service Desk Specialist/Live Chat Agent, you'll play a critical role in ensuring the smooth operation of our myColorado application, providing top-notch support to our users and helping us achieve our vision of a more connected and efficient community.

Location:

We're based in Denver, CO, and we're looking for a local candidate to join our team. As a remote worker, you'll have the flexibility to work from anywhere in Colorado, but you must be a resident of the State of Colorado and able to perform all work-related tasks within the state.

Duration:

This is an 8+ month contract position, and we're looking for someone who is committed to joining our team for the long haul.

Work Schedule:

Our training schedule is Monday through Friday, 9 AM to 6 PM, for three weeks. After training, you'll work a permanent schedule of Tuesday through Saturday, 9 AM to 6 PM.

About the Role:

As a Service Desk Specialist/Live Chat Agent, you'll be the first point of contact for our users, providing critical assistance and support to keep our myColorado application running smoothly. You'll work closely with our team to troubleshoot issues, reproduce problems, and resolve incidents in a timely and efficient manner. Your passion for technology and commitment to customer satisfaction will make you an invaluable asset to our team.

Responsibilities:

* Provide Tier I support and customer assistance for our mobile application, responding to user inquiries and resolving issues in a timely and professional manner.

• Troubleshoot, reproduce, report, and problem resolve in both iOS and Android operating systems, using your technical expertise to identify and resolve complex issues.
• Install the myColorado software on supported devices, following defined procedures, processes, and methods to ensure a seamless user experience.
• Employ Incident Management procedures to enter tickets into our required tracking system, ensuring that all issues are properly documented and resolved.

Minimum Qualifications:

* One year of professional experience in an occupational field related to the work assigned to the position, including mobile application support.

• OR an Associate's degree from an accredited institution in a field of study related to the work assignment, including Computer Science, Computer Information Systems, Cybersecurity, or other related technical degrees.

Substitutions:

* Additional, appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis.

• Additional appropriate education will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications.
• Training or Certification related to the work assigned to the position will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.

Preferred Qualifications:

* Jira experience, with a strong understanding of project management and issue tracking.

• ITIL Certification, demonstrating your expertise in IT service management and customer satisfaction.
• Agile and scrum methodology experience, with a strong understanding of collaborative team work and iterative development.
• Government work experience, with a strong understanding of regulatory requirements and compliance.
• Apple and Google Play Store experience, with a strong understanding of mobile application development and deployment.
• Use of diagnostic tools and knowledge of diverse range of mobile device makes and models, with a strong understanding of troubleshooting and problem resolution.

What We Offer:

* A dynamic and supportive work environment, with a team of experienced professionals who are passionate about technology and customer satisfaction.

• Opportunities for career growth and development, with training and certification programs to help you advance your skills and expertise.
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
• A competitive salary and bonus structure, with opportunities for performance-based bonuses and promotions.
• A flexible work schedule, with the option to work from anywhere in Colorado and enjoy a better work-life balance.

How to Apply:

If you're a motivated and customer-focused individual with a passion for technology and a commitment to excellence, we want to hear from you! Please apply through our website, and include your resume, cover letter, and any relevant certifications or training. We can't wait to hear from you and learn more about your qualifications and experience.

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds, and we are proud to be an employer of choice for people with disabilities. Apply for this job