At arenaflex, we're revolutionizing the way people bank and manage their finances through innovative mobile and online banking technology. As a leading industry player, we're seeking a talented and motivated Junior Tech Support Specialist to join our 24/7 live-chat team. This is an exciting opportunity to work with a dynamic team, develop your technical skills, and provide exceptional support to our clients and their end-users.
**About arenaflex**
arenaflex is a forward-thinking company that's passionate about delivering cutting-edge banking solutions. Our team is dedicated to creating seamless, user-friendly experiences that empower individuals to take control of their financial lives. With a strong focus on innovation, collaboration, and customer satisfaction, we're shaping the future of mobile and online banking.
**Job Summary**
As a Junior Tech Support Specialist, you'll play a vital role in providing top-notch technical support to our clients and their end-users through our 24/7 live-chat service. You'll work closely with our technical team, software technicians, and developers to troubleshoot and resolve complex technical issues. This is an entry-level position, and we're looking for a smart, creative, and enthusiastic individual who's eager to learn and grow with our team.
**Working Hours and Schedule**
Our 24/7 live-chat team operates on a 4-shift schedule, with two shifts per day:
* Shift 1: 12 am - 9 am EST (Saturday and Sunday)
* Shift 2: 4 pm - 12 am EST (Saturday and Sunday)
* Shift 3: 11 am - 7 pm EST (Monday to Friday)
You'll work a rotating schedule, with five days off per week. This schedule allows you to enjoy a healthy work-life balance while providing comprehensive 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 mobile and online banking products, including their features, functionality, and technical requirements.
* **Coordinating with technical teams**: You'll work closely with software technicians, technical support, and developers to troubleshoot and resolve complex technical issues.
* **Examining technical logs**: You'll analyze technical logs to identify and troubleshoot issues encountered during 24/7 client support projects.
* **Handling technical processes**: You'll be able to explain technical processes to less-technical individuals, ensuring seamless communication and support.
* **Troubleshooting and resolving issues**: You'll use your problem-solving skills to identify and resolve technical issues, ensuring minimal downtime and maximum customer satisfaction.
**Requirements**
To succeed in this role, you'll need to possess the following essential qualifications:
* **Excellent written and spoken English**: You'll need to communicate effectively with clients, technical teams, and other stakeholders.
* **Ability to establish good working relationships with customers**: You'll need to build trust and rapport with our clients and their end-users.
* **Solid troubleshooting ability**: You'll need to be able to identify and resolve technical issues efficiently and effectively.
* **Ability to learn technical skills quickly**: You'll need to be able to learn and adapt to new technologies and technical requirements.
* **In-depth learning and understanding of our mobile and online banking products**: You'll need to have a solid grasp of our products, including their features, functionality, and technical requirements.
* **Coordination with developers**: You'll need to work closely with developers to investigate and diagnose issues.
* **Ability to manage a dynamic workload**: You'll need to be able to prioritize tasks, manage multiple projects, and meet deadlines.
* **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 to ensure maximum efficiency and customer satisfaction.
**Preferred Qualifications**
While not essential, the following qualifications would be beneficial:
* **Experience in banking live-chat**: You'll have a solid understanding of the banking industry and live-chat support.
* **Experience in technical support**: You'll have a proven track record of providing technical support and resolving complex technical issues.
* **Experience with Dialogflow**: You'll have experience with Dialogflow, a popular platform for building conversational interfaces.
* **Experience with various mobile phone platforms**: You'll have experience with iOS and Android, as well as other mobile phone platforms.
* **Project management experience**: You'll have experience managing projects, prioritizing tasks, and meeting deadlines.
* **Working directly with US-based customers**: You'll have experience communicating with US-based customers and understanding their needs and preferences.
* **Knowledge of US banking systems**: You'll have a solid understanding of US banking systems, including regulations, laws, and industry standards.
**Our Benefits**
As a Junior Tech Support Specialist at arenaflex, you'll enjoy a range of benefits, including:
* **Fully remote work**: You'll have the flexibility to work from anywhere, at any time.
* **Long-term employment**: We're committed to providing a stable and secure work environment.
* **Competitive salary**: You'll receive a competitive salary that reflects your skills and experience.
* **Community of practice**: You'll be part of a dynamic community of professionals who share knowledge, expertise, and best practices.
* **Regular knowledge sharing**: You'll have opportunities to share your knowledge and expertise with colleagues and contribute to the growth and development of our team.
* **Internet compensation**: You'll receive a monthly internet compensation of $50.
* **Friendly and easy-going international team**: You'll be part of a diverse and inclusive team that values collaboration, creativity, and innovation.
**How to Apply**
If you're a motivated and enthusiastic individual who's passionate about providing exceptional technical support, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information].
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