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

At arenaflex, we're revolutionizing the mobile and online banking technology landscape, 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 provider of innovative mobile and online banking solutions, dedicated to empowering financial institutions to deliver exceptional customer experiences. Our cutting-edge technology and commitment to excellence have earned us a reputation as a trusted partner in the industry. As a Junior Tech Support Specialist, you'll be part of a dynamic team that's passionate about making a difference in the world of banking technology.

Job Summary

We're seeking a highly skilled and enthusiastic Junior Tech Support Specialist to join our 24/7 live-chat team. As a key member of our technical support team, you'll 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'll work closely with a small team under the guidance of a team manager.

Working Hours and Schedule

As a Junior Tech Support Specialist, you'll work a 2-shift schedule, rotating between 9 pm - 9 am CST and 9 am - 9 pm CST. This schedule allows you to work in a dynamic environment, providing 24/7 support to our clients and their 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'll need to have a solid grasp of our products and be able to troubleshoot and resolve issues encountered during 24/7 client support projects.
• Coordinating with software technicians, technical support, and developers: You'll work closely with our technical teams to investigate and diagnose issues, ensuring that our clients receive timely and effective support.
• Examining technical logs to troubleshoot and resolve issues: You'll analyze technical logs to identify and resolve issues, ensuring that our clients' systems are running smoothly.
• 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, ensuring that our clients and their end-users understand the solutions we provide.

Requirements

To be successful as a Junior Tech Support Specialist, you'll need to possess the following qualifications:

• Excellent written and spoken English: You'll need to be able to communicate effectively with our clients and their end-users, 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 and their end-users, ensuring that they receive exceptional support.
• Solid troubleshooting ability: You'll need to be able to analyze complex technical issues and develop effective solutions.
• Ability to learn technical skills quickly: You'll need to be able to learn new technical skills and adapt to changing technologies and systems.
• In-depth learning and understanding of our mobile and online banking products: You'll need to have a solid understanding of our products and be able to troubleshoot and resolve issues encountered during 24/7 client support projects.
• Coordination with developers to investigate and diagnose issues: You'll work closely with our development teams to investigate and diagnose issues, ensuring that our clients receive timely and effective support.
• Ability to manage a dynamic workload with many concurrent tasks: You'll need to be able to prioritize tasks and manage your time effectively, ensuring that you meet deadlines and deliver high-quality results.
• 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 we deliver exceptional customer experiences.

As Plus

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

• Experience in banking live-chat: You'll have a solid understanding of the banking industry and be able to provide expert-level support to our clients and their end-users.
• Experience in technical support: You'll have a solid understanding of technical concepts and be able to troubleshoot and resolve complex technical issues.
• Experience with Dialogflow: You'll have experience with Dialogflow and be able to develop effective chatbot solutions for our clients.
• Experience with various mobile phone platforms, especially iOS and Android: You'll have experience with mobile phone platforms and be able to troubleshoot and resolve issues related to these platforms.
• Project management experience: You'll have experience managing projects and be able to prioritize tasks and manage your time effectively.
• Working directly with US-based customers: You'll have experience working with US-based customers and be able to provide expert-level support to these clients.
• Knowledge of US banking systems: You'll have a solid understanding of US banking systems and be able to provide expert-level support to our clients and their end-users.

Our Benefits

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

• Fully remote work: You'll be able to work from the comfort of your own home, ensuring that you have a healthy work-life balance.
• Long-term employment: We're committed to providing long-term employment opportunities for our team members, ensuring that you have a stable and secure career.
• Competitive salary: You'll receive a competitive salary, reflecting your skills and experience.
• Community of practice, regular knowledge sharing among colleagues: You'll be part of a dynamic community of practice, where you'll have the opportunity to share your knowledge and learn from your colleagues.
• Internet compensation (50$ per month): You'll receive a monthly internet compensation, ensuring that you have the tools and resources you need to succeed.
• Friendly and easy-going international team and colleagues: You'll be part of a friendly and easy-going team, where you'll have the opportunity to build strong relationships with your colleagues.

How to Apply

If you're a motivated and enthusiastic individual with a passion for technical support, 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