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

At arenaflex, we're a leading innovator in mobile and online banking technology, dedicated to delivering exceptional customer experiences through our cutting-edge solutions. We're now seeking a highly motivated and tech-savvy Junior Tech Support Specialist to join our 24/7 live-chat team, where you'll play a vital role in supporting our clients' mobile and online banking needs.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that's revolutionizing the banking industry with its innovative mobile and online banking solutions. Our team is passionate about delivering exceptional customer experiences, and we're committed to fostering a collaborative and supportive work environment that encourages growth and 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 be responsible for providing top-notch technical support to our clients, troubleshooting issues, and working closely with our software technicians, technical support, and developers to ensure seamless customer experiences.

Working Hours and Schedule

We operate on a 2-shift schedule, with two teams working in rotation:

• Team 1: 9 pm - 9 am CST (Monday to Friday)
• Team 2: 9 am - 9 pm CST (Monday to Friday)

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

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 mobile and online banking products, including their features, functionality, and technical specifications.
• Coordinating with software technicians, technical support, and developers: You'll work closely with our technical teams to troubleshoot issues, resolve problems, and implement solutions.
• Examining technical logs to troubleshoot and resolve issues: You'll analyze technical logs to identify and resolve issues encountered during our 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 it easy for our clients to understand.

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 be able to communicate effectively with our clients, both in writing and over the phone.
• Ability to establish good working relationships with customers: You'll need to be able to build trust and rapport with our clients, providing them with exceptional customer 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 new technical skills and concepts quickly, adapting to our ever-changing technology landscape.
• In-depth learning and understanding of our mobile and online banking products: You'll need to have a solid understanding of our products, including their features, functionality, and technical specifications.
• Coordination with developers to investigate and diagnose issues: You'll work closely with our developers to troubleshoot issues, resolve problems, and implement solutions.
• 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 our tech support processes, identify areas for improvement, and implement changes to enhance our customer experience.

As Plus

While not essential, the following skills and experiences would be highly beneficial:

• Experience in banking live-chat: If you have experience working in a live-chat environment, particularly in the banking industry, you'll be at an advantage.
• Experience in technical support: If you have experience providing technical support, either in a live-chat or phone-based environment, you'll be well-suited for this role.
• Experience with Dialogflow: If you have experience working with Dialogflow, a popular platform for building conversational interfaces, you'll be able to hit the ground running.
• Experience with various mobile phone platforms, especially iOS and Android: If you have experience working with mobile phone platforms, particularly iOS and Android, you'll be able to provide expert-level support to our clients.
• Project management experience: If you have experience managing projects, either in a technical or non-technical capacity, you'll be able to take on additional responsibilities and contribute to our team's success.
• Working directly with US-based customers: If you have experience working with US-based customers, either in a live-chat or phone-based environment, you'll be able to provide expert-level support and build strong relationships with our clients.
• Knowledge of US banking system: If you have knowledge of the US banking system, including its regulations, laws, and best practices, you'll be able to provide expert-level support and guidance to our clients.

Our Benefits

At arenaflex, we're committed to providing our employees with a comprehensive benefits package, including:

• Fully remote work: You'll be able to work from the comfort of your own home, or any other location that suits your needs.
• Long-term employment: We're committed to providing our employees with long-term employment opportunities, allowing you to build a stable and secure career.
• Competitive salary: We offer a competitive salary that reflects your skills, experience, and qualifications.
• Community of practice, regular knowledge sharing among colleagues: You'll be part of a dynamic and collaborative team, where you'll have the opportunity to share your knowledge and learn from your colleagues.
• Internet compensation (50$ per month): We're committed to providing our employees with a comprehensive benefits package, including internet compensation.
• Friendly and easy-going international team and colleagues: You'll be part of a diverse and inclusive team, where you'll be able to build strong relationships with your colleagues and contribute to our company's success.

How to Apply

If you're a motivated and tech-savvy individual who's 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]. We can't wait to hear from you and learn more about your qualifications and experience. Apply Job! Apply for this job