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 we're looking for a talented Service Desk Specialist/Live Chat Agent to join our team. As a critical member of our support team, you'll play a vital role in ensuring the smooth operation of our myColorado application, providing top-notch customer assistance, and troubleshooting issues in both iOS and Android operating systems.

About arenaflex

arenaflex is a leading innovator in the technology industry, dedicated to developing cutting-edge solutions that make a real difference in people's lives. Our team is passionate about pushing the boundaries of what's possible, and we're committed to creating a work environment that's collaborative, inclusive, and fun. If you're a tech-savvy individual who's passionate about helping others, we want to hear from you!

Job Summary

We're seeking an experienced Service Desk Specialist/Live Chat Agent to join our team in Denver, CO. As a remote worker, you'll have the flexibility to work from anywhere in Colorado, while still being part of a dynamic team that's dedicated to delivering exceptional customer service. In this role, you'll provide critical assistance to our customers, troubleshoot issues, and resolve problems in a timely and efficient manner.

Responsibilities

As a Service Desk Specialist/Live Chat Agent, your responsibilities will include:

• Providing Tier I support and customer assistance for our mobile application, ensuring that customers receive prompt and effective solutions to their issues.
• Troubleshooting, reproduction, reporting, and problem resolution in both iOS and Android operating systems, using your technical expertise to resolve complex issues.
• Installing the myColorado software on supported devices, following defined procedures, processes, and methods to ensure a seamless user experience.
• Employing Incident Management procedures to enter tickets into our required tracking system, ensuring that issues are properly documented and resolved in a timely manner.
• Collaborating with our development team to identify and resolve recurring issues, and providing feedback on our application's performance and usability.

Minimum Qualifications

To be considered for this role, you'll need to meet the following 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

We understand that everyone's background and experience are unique, and we're happy to consider substitutions for the required education and experience. If you have:

• Additional, appropriate paid or unpaid experience that will substitute for the required education on a year-for-year basis.
• Additional appropriate education that 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 that will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.

Preferred Qualifications

While not required, we're particularly interested in candidates with:

• Jira experience, with a proven track record of using this tool to manage and resolve issues.
• ITIL Certification, demonstrating your expertise in IT service management.
• Agile and scrum methodology experience, with a strong understanding of these frameworks and their application in a fast-paced environment.
• Government work experience, with a proven ability to work in a regulated environment.
• Apple and Google Play Store experience, with a strong understanding of these platforms and their requirements.
• Use of diagnostic tools and knowledge of diverse range of mobile device makes and models, with a proven ability to troubleshoot and resolve complex issues.

What We Offer

As a member of our team, you'll enjoy a range of benefits, including:

• Competitive salary and benefits package.
• Opportunities for career growth and professional development.
• Collaborative and inclusive work environment.
• Flexible remote work arrangements, with the ability to work from anywhere in Colorado.
• Access to cutting-edge technology and tools.
• Recognition and rewards for outstanding performance.

How to Apply

If you're a motivated and tech-savvy individual who's passionate about helping others, we want 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!

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're proud to be an inclusive and supportive employer. Apply for this job