At arenaflex, we're revolutionizing the way people interact with mobile and online banking technology. As a leading industry player, we're seeking a talented and enthusiastic Junior Tech Support Specialist to join our 24/7 live-chat team. If you're a tech-savvy individual with a passion for delivering exceptional customer experiences, we want to hear from you.
**About arenaflex**
arenaflex is a pioneering company in the mobile and online banking technology space. We're dedicated to providing innovative solutions that make banking easier, faster, and more secure for our clients. Our team is comprised of experts from diverse backgrounds, united by a shared vision of transforming the banking experience. We're committed to fostering a culture of collaboration, innovation, and continuous learning.
**Job Summary**
As a Junior Tech Support Specialist, you'll play a vital role in delivering exceptional technical support to our clients' mobile and online banking solutions. You'll work directly with our clients, support end-users with technical questions, and collaborate with our technical team remotely. This is an entry-level position, and you'll have the opportunity to work with a small team, under the guidance of an experienced team manager.
**Working Hours and Environment**
Our team operates on a 5-day shift schedule, with working days on Saturdays, Mondays, and Fridays, from 10 am to 6 pm EST. As a remote worker, you'll have the flexibility to work from anywhere, at any time, as long as you meet the required working hours. Our team is friendly, easy-going, and international, with a strong focus on community, collaboration, and knowledge sharing.
**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 software technicians, technical support, and developers**: You'll work closely with our technical team to troubleshoot and resolve issues, and to develop new solutions.
* **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 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 and team members.
* **Ability to establish good working relationships with customers**: You'll need to be able to build trust and rapport with our clients, and provide them with exceptional support.
* **Solid troubleshooting ability**: You'll need to be able to identify and resolve technical issues quickly and efficiently.
* **Ability to learn technical skills quickly**: You'll need to be able to learn new technical skills and adapt to changing requirements.
* **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 to investigate and diagnose issues**: You'll work closely with our development team to identify and resolve technical issues.
* **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 and improve our technical support processes to ensure they meet our high standards.
**Plus Requirements**
While not essential, the following skills and qualifications would be a plus:
* **Experience in banking live-chat**: You'll have a head start if you have experience working in a live-chat environment, particularly in the banking sector.
* **Experience in technical support**: You'll have a solid foundation if you have experience providing technical support to customers.
* **Experience with Dialogflow**: You'll have a competitive edge if you have experience working with Dialogflow.
* **Experience with various mobile phone platforms, especially iOS and Android**: You'll be able to provide expert support if you have experience working with multiple mobile platforms.
* **Project management experience**: You'll be able to manage and prioritize tasks effectively if you have experience with project management.
* **Working directly with US-based customers**: You'll have a better understanding of our clients' needs and preferences if you have experience working with US-based customers.
* **Knowledge of US banking system**: You'll have a solid foundation if you have knowledge of the US banking system and its regulations.
**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 be rewarded with a competitive salary that reflects your skills and experience.
* **Community of practice, regular knowledge sharing among colleagues**: You'll have the opportunity to learn from and share knowledge with your colleagues.
* **Internet compensation (50$ per month)**: You'll receive a monthly stipend to support your internet costs.
* **Friendly and easy-going international team and colleagues**: You'll be part of a diverse and dynamic team that values collaboration and community.
**How to Apply**
If you're a motivated and enthusiastic individual with a passion for delivering exceptional customer experiences, we want 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!
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