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 technical support team, you'll play a vital role in delivering exceptional customer experiences and resolving technical issues for our clients' mobile and online banking solutions.
**About arenaflex**
arenaflex is a leading industry player in mobile and online banking technology, dedicated to providing innovative and secure solutions to our clients. Our team is passionate about delivering exceptional customer experiences and pushing the boundaries of what's possible in the world of banking technology. We're a dynamic and supportive organization that values collaboration, creativity, and continuous 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 working closely with our technical team to resolve issues. This is an entry-level position, and you'll have the opportunity to work with a small team, learn from experienced colleagues, and develop your skills in a supportive and collaborative environment.
**Working Hours**
We operate a 2-shift schedule, with two teams working 9 pm - 9 am CST and 9 am - 9 pm CST, rotating every few weeks. This allows us to provide 24/7 support to our clients and ensures that our team is always available to respond to technical issues.
**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 understanding of our products and be able to troubleshoot and resolve technical issues.
* **Coordinating with software technicians, technical support, and developers**: You'll work closely with our technical team to resolve issues and improve our products.
* **Examining technical logs to troubleshoot and resolve issues**: You'll analyze technical logs to identify and resolve issues encountered during 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.
**Requirements**
To be successful in this role, you'll need to have:
* **Excellent written and spoken English**: You'll need to be able to communicate effectively with our clients and colleagues.
* **Ability to establish good working relationships with customers**: You'll need to be able to build trust and rapport with our clients.
* **Solid troubleshooting ability**: You'll need to be able to analyze technical issues and resolve them efficiently.
* **Ability to learn technical skills quickly**: You'll need to be able to learn new technical skills and adapt to changing technologies.
* **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 technical issues.
* **Coordination with developers to investigate and diagnose issues**: You'll work closely with our development team to resolve technical issues.
* **Ability to manage a dynamic workload with many concurrent tasks**: You'll need to be able to prioritize tasks and manage your time effectively.
* **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.
**As Plus**
While not essential, the following experience would be a huge asset:
* **Experience in banking live-chat**: You'll have a solid understanding of the banking industry and be able to communicate effectively with our clients.
* **Experience in technical support**: You'll have a solid understanding of technical issues and be able to troubleshoot and resolve them efficiently.
* **Experience with Dialogflow**: You'll have experience with conversational AI and be able to design and implement effective chatbots.
* **Experience with various mobile phone platforms, especially iOS and Android**: You'll have a solid understanding of mobile technologies and be able to troubleshoot and resolve technical issues.
* **Project management experience**: You'll have experience managing projects and prioritizing tasks.
* **Working directly with US-based customers**: You'll have experience communicating with customers in the US and be able to build trust and rapport with them.
* **Knowledge of US banking system**: You'll have a solid understanding of the US banking system and be able to communicate effectively with our clients.
**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 and enjoy a better work-life balance.
* **Long-term employment**: We're committed to providing long-term employment opportunities for our team members.
* **Competitive salary**: You'll be rewarded with a competitive salary that reflects your skills and experience.
* **Community of practice, regular knowledge sharing among colleagues**: You'll be part of a dynamic and supportive team that values collaboration and continuous learning.
* **Internet compensation (50$ per month)**: You'll receive a monthly stipend to help you stay connected and productive.
* **Friendly and easy-going international team and colleagues**: You'll be part of a diverse and inclusive team that values creativity and innovation.
**How to Apply**
If you're a motivated and enthusiastic individual with a passion for technology and customer service, we'd love to hear from you. Please submit your application through our website, including your resume and a cover letter that outlines your experience and qualifications. We can't wait to hear from you!
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