Experienced Junior Tech Support Specialist (24/7 Live-Chat Team) – Mobile and Online Banking Solutions

At arenaflex, we're revolutionizing the world of mobile and online banking technology, and we're looking for a talented and enthusiastic Junior Tech Support Specialist to join our 24/7 live-chat team. As a key member of our support team, you'll be working directly with clients, end-users, and our technical team to provide top-notch technical support for our mobile and online banking solutions.

About arenaflex

arenaflex is a leading industry player in mobile and online banking technology, dedicated to delivering innovative and secure solutions to our clients. Our team is passionate about providing 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 be responsible for providing technical support to our clients and end-users through our 24/7 live-chat service. You'll work closely with our technical team to troubleshoot and resolve issues, and you'll be expected to develop a deep understanding of our banking software and apps. This is an entry-level position, and you'll have the opportunity to work with a small team and learn from experienced professionals.

Working Schedule and Hours

Our working schedule is Monday to Friday, with working hours from 11 am to 7 pm US EST (New York time zone). This is a remote-friendly role, and you'll have the flexibility to work from home or a designated workspace.

Primary Responsibilities

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

• Understanding our banking software and apps in-depth: You'll be expected to develop a deep understanding of our mobile and online banking solutions, including their features, functionality, and technical requirements.
• Coordinating with software technicians, technical support, and developers as needed: You'll work closely with our technical team to troubleshoot and resolve issues, and you'll be expected to communicate effectively with developers and other stakeholders.
• Examining technical logs to troubleshoot and resolve issues encountered during 24/7 clients support project: You'll be responsible for analyzing technical logs to identify and resolve issues, and you'll work with our technical team to implement fixes and improvements.
• Handling technical processes and the ability to explain such processes to less-technical people: You'll be expected to communicate complex technical information in a clear and concise manner, and you'll be able to explain technical processes to end-users and other stakeholders.

Requirements

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

• Excellent written and spoken English: You'll be expected to communicate effectively with clients, end-users, and our technical team, and you'll need to be proficient in written and spoken English.
• Ability to establish good working relationship with customers: You'll be working directly with clients and end-users, and you'll need to be able to establish trust and rapport with them.
• Solid troubleshooting ability: You'll be responsible for troubleshooting and resolving technical issues, and you'll need to be able to analyze complex problems and identify effective solutions.
• Ability to learn technical skills quickly: You'll be working with a range of technical tools and systems, and you'll need to be able to learn quickly and adapt to new technologies.
• In-depth learning and understanding of our mobile and online banking products: You'll be expected to develop a deep understanding of our banking software and apps, and you'll need to be able to communicate this knowledge to end-users and other stakeholders.
• Coordination with developers to investigate and diagnose issues: You'll be working closely with our technical team, and you'll need to be able to coordinate with developers to investigate and diagnose technical issues.
• Ability to manage a dynamic work load with many concurrent tasks: You'll be responsible for managing a range of tasks and priorities, and you'll need to be able to adapt to changing circumstances and deadlines.
• Managing, monitoring, and improving the quality of the tech support process: You'll be responsible for monitoring and improving the quality of our technical support process, and you'll need to be able to identify areas for improvement and implement changes.

As Plus

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

• Experience in banking live-chat: You'll be working in a live-chat environment, and experience in banking live-chat would be a significant asset.
• Experience in technical support: You'll be providing technical support to clients and end-users, and experience in technical support would be highly beneficial.
• Experience with Dialogflow: You'll be working with a range of technical tools and systems, and experience with Dialogflow would be a significant advantage.
• Experience with various mobile phone platforms, especially iOS and Android: You'll be working with a range of mobile phone platforms, and experience with iOS and Android would be highly desirable.
• Project management experience: You'll be responsible for managing a range of tasks and priorities, and experience in project management would be highly beneficial.
• Working directly with US-based customer: You'll be working with clients and end-users in the US, and experience in working with US-based customers would be highly desirable.
• Knowledge of US banking system: You'll be working with a range of banking systems and technologies, and knowledge of the US banking system would be highly beneficial.

Our Benefits

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

• Remote-friendly role, depending on location eligibility: You'll have the flexibility to work from home or a designated workspace, depending on your location.
• Long-term employment: We're committed to providing long-term employment opportunities for our team members.
• Competitive salary: You'll be paid a competitive salary, commensurate with your experience and qualifications.
• Paid vacation and days off on national holidays: You'll be entitled to paid vacation and days off on national holidays.
• Paid sick leave and internal medical insurance policy: You'll be entitled to paid sick leave and an internal medical insurance policy.
• Community of practice, regular knowledge sharing among colleagues: You'll be part of a community of practice, where you'll have the opportunity to share knowledge and learn from your colleagues.
• Internet compensation (50$ per month): You'll receive a monthly internet compensation of $50.
• Friendly and easy-going international team and colleagues: You'll be part of a friendly and easy-going international team, where you'll have the opportunity to work with colleagues from a range of backgrounds and cultures.

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