At arenaflex, we're revolutionizing the way people bank and manage their finances through cutting-edge 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 for a smart and creative go-getter to work with a dynamic team, develop their technical skills, and make a real impact on our customers' lives.
**About arenaflex**
arenaflex is a forward-thinking company that's passionate about innovation and customer satisfaction. We're committed to delivering exceptional mobile and online banking solutions that meet the evolving needs of our customers. Our team is dedicated to creating a supportive and collaborative environment that fosters growth, learning, and success.
**Job Summary**
As a Junior Tech Support Specialist, you'll play a vital role in providing top-notch technical support to our clients and 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 that offers a unique opportunity to develop your technical skills, work independently, and contribute to the success of our team.
**Working Hours and Schedule**
We operate 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, which will be discussed and agreed upon during the hiring process.
**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 our 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 our 24/7 client support project.
* **Handling technical processes**: You'll be able to explain technical processes to less-technical people, ensuring that our customers receive clear and concise support.
* **Troubleshooting and resolving issues**: You'll use your problem-solving skills to identify and resolve technical issues, ensuring that our customers receive prompt and effective support.
**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 our customers, who may have varying levels of technical expertise.
* **Ability to establish good working relationships with customers**: You'll need to build trust and rapport with our customers, ensuring that they receive exceptional support.
* **Solid troubleshooting ability**: You'll need to be able to identify and resolve complex technical issues, often with limited information.
* **Ability to learn technical skills quickly**: You'll need to be able to learn and adapt to new technical skills and processes, ensuring that you stay up-to-date with the latest developments.
* **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 requirements.
* **Coordination with developers**: You'll work closely with our developers to investigate and diagnose issues, ensuring that our customers receive prompt and effective support.
* **Ability to manage a dynamic workload**: You'll need to be able to manage multiple tasks and priorities, ensuring that our customers receive exceptional support.
**Preferred Qualifications**
While not essential, the following qualifications would be a huge asset:
* **Experience in banking live-chat**: You'll have a solid understanding of the banking industry and the technical requirements of our products.
* **Experience in technical support**: You'll have a proven track record of providing exceptional technical support to customers.
* **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, ensuring that you can provide effective support to our customers.
* **Project management experience**: You'll have experience managing projects and prioritizing tasks, ensuring that our customers receive exceptional support.
* **Working directly with US-based customers**: You'll have experience working with customers in the US, ensuring that you understand their needs and preferences.
* **Knowledge of US banking systems**: You'll have a solid understanding of the US banking system, including its regulations and technical requirements.
**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, ensuring that you have a healthy work-life balance.
* **Long-term employment**: We're committed to providing long-term employment opportunities, ensuring that you can build a stable and secure career.
* **Competitive salary**: You'll receive a competitive salary, ensuring that you're fairly compensated for your skills and experience.
* **Community of practice**: You'll be part of a community of practice, where you can share knowledge and best practices with your colleagues.
* **Regular knowledge sharing**: You'll have the opportunity to share your knowledge and expertise with your colleagues, ensuring that you stay up-to-date with the latest developments.
* **Internet compensation**: You'll receive a monthly internet compensation of $50, ensuring that you have access to the tools and resources you need to succeed.
* **Friendly and easy-going international team**: You'll be part of a friendly and easy-going international team, ensuring that you feel welcome and supported.
**How to Apply**
If you're a motivated and talented individual who is 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]. We can't wait to hear from you!