At careerzynith, 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 careerzynith**
careerzynith 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 careerzynith, 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.