Junior Tech Support Specialist (24/7 live-chat Team)
Industry leader in mobile and online banking technology seeks Technical Support Specialists with a great attitude. This persons 24/7 support service projects for clients?? mobile and online banking solutions. In this position, you will work directly with our clients, support end-users with technical questions about our products, and work with a technical team remotely. This is an entry-level... position, and you will work with a small team. In this position, you will work under a team manager in coordination with other departments at our company, and you will work directly with end-users through the live-chat.
We??re looking for a smart and creative go-getter with a good technical understanding who loves to work independently while still enjoying a supportive and collaborative environment.
Working hours: 4 shift schedule: Mon-Fri 12 am- 9 am US EST/ 4 pm-12 pm US EST, Sat, Sun- full coverage - rotation schedule; 2 shift schedule: 9 pm - 9 am CST / 9 am - 9 pm CST - rotation schedule; 5 days shift (Sun is a working day): 11 am - 7 pm EST
Primary Responsibilities
?? Understanding our banking software and apps in-depth
?? Coordinating with software technicians, technical support, and developers as needed
?? Examining technical logs to troubleshoot and resolve issues encountered during 24/7 clients support project
?? Handling technical processes and the ability to explain such processes to less-technical people
Requirements
?? Excellent written and spoken English
?? Ability to establish good working relationship with customers
?? Solid troubleshooting ability
?? Ability to learn technical skills quickly
?? In-depth learning and understanding of our mobile and online banking products
?? Coordination with developers to investigate and diagnose issues
?? Ability to manage a dynamic work load with many concurrent tasks
?? Managing, monitoring, and improving the quality of the tech support process
As Plus
?? Experience in banking live-chat would be a huge asset
?? Experience in technical support
?? Experience with a Dialogflow
?? Experience with various mobile phone platforms, especially iOS and Android
?? Project management experience
?? Working directly with US-based customer
?? Knowledge of US banking system
Our Benefits
?? Fully remote work
?? Long-term employment
?? Competitive salary
?? Community of practice, regular knowledge sharing among colleagues
?? Internet compensation (50$ per month)
?? Friendly and easy-going international team and colleagues
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