Junior Tech Support Specialist (24/7 live-chat Team)

Industry leader in mobile and online banking technology seeks Junior 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.

Rotational shifts — 2 days on 1st shift – 10 AM – 10 PM (EST), 2 days on 2nd shift 10 PM – 10 AM (EST), 4 days on backup (standby only, no active duties expected ), with regular days off between rotations.
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

- Remote-friendly role, depending on location eligibility

- Long-term employment

- Competitive salary

- Internal medical insurance

- Community of practice, regular knowledge sharing among colleagues

- Internet compensation (50$ per month)

- Friendly and easy-going international team and colleagues.

Originally posted on Himalayas