At arenaflex, we're revolutionizing the world of mobile and online banking technology, and we're looking for a talented and motivated Junior Tech Support Specialist to join our 24/7 live-chat team. As a key member of our technical support team, you'll play a vital role in delivering exceptional customer experiences and ensuring the smooth operation of our banking software and apps.
**About arenaflex**
arenaflex is a leading industry player in mobile and online banking technology, dedicated to providing innovative solutions that empower individuals and businesses to manage their finances with ease. Our cutting-edge products and services are designed to meet the evolving needs of our customers, and we're committed to delivering exceptional support and service to our users.
**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 to resolve issues. This is an entry-level position, and you'll have the opportunity to work with a small team, under the guidance of a team manager, and in coordination with other departments at arenaflex.
**Working Schedule and Hours**
Our 24/7 live-chat team operates Monday through Friday, with working hours from 11 am to 7 pm US EST (New York time zone). This role requires flexibility, as you'll be working in a dynamic environment, responding to customer inquiries and resolving technical issues in a timely and efficient manner.
**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 products and services, including their features, functionality, and technical requirements.
* **Coordinating with software technicians, technical support, and developers**: You'll work closely with our technical team to resolve issues, investigate technical logs, and implement solutions.
* **Examining technical logs to troubleshoot and resolve issues**: You'll analyze technical data to identify and resolve problems, ensuring that our customers receive timely and effective support.
* **Handling technical processes and explaining them to less-technical people**: You'll need to be able to communicate complex technical information in a clear and concise manner, making it accessible to our customers.
**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 communicate effectively with our customers, both in writing and over the phone.
* **Ability to establish good working relationships with customers**: You'll work closely with our customers, providing them with exceptional support and 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 and adapt to new technologies and systems, as well as stay up-to-date with industry developments.
* **In-depth learning and understanding of our mobile and online banking products**: You'll need to have a solid grasp of our products and services, 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, ensuring that they meet the needs of our customers.
**As Plus**
While not essential, the following skills and qualifications would be highly desirable:
* **Experience in banking live-chat**: You'll have a solid understanding of the banking industry and the technical requirements of our products and services.
* **Experience in technical support**: You'll have a proven track record of providing effective technical support to customers.
* **Experience with Dialogflow**: You'll have experience with this popular platform for building conversational interfaces.
* **Experience with various mobile phone platforms, especially iOS and Android**: You'll have a solid understanding of the technical requirements of these 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 customers in the US, understanding their needs, and providing them with effective support.
* **Knowledge of US banking system**: You'll have a solid understanding of the US banking system, including its regulations, laws, and technical requirements.
**Our Benefits**
As a Junior Tech Support Specialist at arenaflex, you'll enjoy a range of benefits, including:
* **Remote-friendly role, depending on location eligibility**: You'll have the flexibility to work from home, depending on your location.
* **Long-term employment**: We're committed to providing a stable and secure work environment.
* **Competitive salary**: You'll receive a competitive salary, commensurate with your experience and qualifications.
* **Paid vacation and days off on national holidays**: You'll have time to relax and recharge, enjoying paid vacation and days off on national holidays.
* **Paid sick leave and internal medical insurance policy**: You'll have access to paid sick leave and an internal medical insurance policy.
* **Community of practice, regular knowledge sharing among colleagues**: You'll be part of a community of practice, where you'll have the opportunity to share knowledge and learn from your colleagues.
* **Internet compensation (50$ per month)**: You'll receive a monthly internet compensation, to support your work from home needs.
* **Friendly and easy-going international team and colleagues**: You'll be part of a diverse and inclusive team, where you'll have the opportunity to work with colleagues from around the world.
**How to Apply**
If you're a motivated and talented individual, with a passion for technical support and a desire to work in a dynamic and innovative environment, 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!