**Join arenaflex, a pioneer in mobile and online banking technology, as we seek a talented Junior Tech Support Specialist to join our 24/7 live-chat team. As a key member of our technical support team, you will play a vital role in delivering exceptional customer experiences to our clients' end-users.**
**About arenaflex**
arenaflex is a leading provider of innovative mobile and online banking solutions, empowering financial institutions to deliver seamless, secure, and user-friendly experiences to their customers. Our cutting-edge technology and commitment to excellence have earned us a reputation as a trusted partner in the banking industry. As a Junior Tech Support Specialist, you will be part of a dynamic team that is passionate about delivering exceptional customer support and driving business growth.
**Job Summary**
We are seeking a highly motivated and technically savvy Junior Tech Support Specialist to join our 24/7 live-chat team. As a key member of our technical support team, you will 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 will work under the guidance of a team manager in coordination with other departments at arenaflex.
**Working Hours and Schedule**
Our team operates on a 2-shift schedule, with two rotations:
* 9 pm - 9 am CST (Monday to Friday)
* 9 am - 9 pm CST (Monday to Friday)
You will be required to work a rotating schedule, ensuring that our 24/7 live-chat service is always available to our clients' 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 will be required to have a thorough understanding of our mobile and online banking products, including their features, functionality, and technical specifications.
* **Coordinating with software technicians, technical support, and developers**: You will work closely with our technical teams to troubleshoot and resolve issues encountered during 24/7 client support projects.
* **Examining technical logs to troubleshoot and resolve issues**: You will analyze technical logs to identify and resolve issues encountered by our clients' end-users.
* **Handling technical processes and explaining them to less-technical people**: You will be required to communicate complex technical information to non-technical stakeholders, ensuring that they understand the technical processes and solutions.
**Requirements**
To be successful in this role, you will need to possess the following skills and qualifications:
* **Excellent written and spoken English**: You will be required to communicate effectively with our clients' end-users, who may have varying levels of technical expertise.
* **Ability to establish good working relationships with customers**: You will work directly with our clients' end-users, providing them with exceptional customer support and resolving their technical issues.
* **Solid troubleshooting ability**: You will be required to analyze technical issues and develop effective solutions to resolve them.
* **Ability to learn technical skills quickly**: You will need to be able to learn new technical skills and adapt to changing technical environments.
* **In-depth learning and understanding of our mobile and online banking products**: You will be required to have a thorough understanding of our products, including their features, functionality, and technical specifications.
* **Coordination with developers to investigate and diagnose issues**: You will work closely with our development teams to investigate and diagnose technical issues.
* **Ability to manage a dynamic workload with many concurrent tasks**: You will be required to prioritize tasks and manage your workload effectively, ensuring that our 24/7 live-chat service is always available to our clients' end-users.
* **Managing, monitoring, and improving the quality of the tech support process**: You will be responsible for monitoring and improving the quality of our technical support process, ensuring that our clients' end-users receive exceptional customer support.
**As Plus**
While not essential, the following skills and qualifications would be highly desirable:
* **Experience in banking live-chat**: You will have experience working in a live-chat environment, providing customer support to clients in the banking industry.
* **Experience in technical support**: You will have experience providing technical support to customers, either in a live-chat or phone-based environment.
* **Experience with Dialogflow**: You will have experience working with Dialogflow, a popular platform for building conversational interfaces.
* **Experience with various mobile phone platforms, especially iOS and Android**: You will have experience working with multiple mobile phone platforms, including iOS and Android.
* **Project management experience**: You will have experience managing projects, ensuring that tasks are completed on time and to a high standard.
* **Working directly with US-based customers**: You will have experience working directly with customers in the US, providing them with exceptional customer support.
* **Knowledge of US banking systems**: You will have knowledge of the US banking system, including its regulations, laws, and industry standards.
**Our Benefits**
As a Junior Tech Support Specialist at arenaflex, you will enjoy a range of benefits, including:
* **Fully remote work**: You will have the flexibility to work from home, ensuring that you can balance your work and personal life effectively.
* **Long-term employment**: We offer long-term employment opportunities, ensuring that you can build a stable and secure career with arenaflex.
* **Competitive salary**: You will receive a competitive salary, reflecting your skills and experience.
* **Community of practice, regular knowledge sharing among colleagues**: You will be part of a dynamic community of practice, where you can share your knowledge and learn from your colleagues.
* **Internet compensation (50$ per month)**: You will receive a monthly internet compensation, ensuring that you have access to the resources you need to perform your job effectively.
* **Friendly and easy-going international team and colleagues**: You will be part of a friendly and easy-going team, where you can build strong relationships with your colleagues and enjoy a positive work environment.
**How to Apply**
If you are a motivated and technically savvy individual who is passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
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