**Junior Tech Support Specialist (24/7 Live-Chat Team) at blithequark**

Are you a tech-savvy individual with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join blithequark's 24/7 live-chat team as a Junior Tech Support Specialist. As a key member of our technical support team, you will play a vital role in providing top-notch support to our clients' mobile and online banking solutions. **About blithequark** blithequark is a leading innovator in mobile and online banking technology, dedicated to empowering individuals and businesses to manage their financial lives with ease and confidence. Our cutting-edge solutions are designed to meet the evolving needs of our clients, and we're committed to delivering exceptional customer experiences that exceed expectations. As a member of our team, you'll be part of a dynamic, collaborative environment where innovation, creativity, and teamwork come together to drive success. **Job Summary** As a Junior Tech Support Specialist, you will work directly with our clients, support end-users with technical questions about our products, and collaborate with a technical team remotely. This is an entry-level position, and you'll work closely with a small team under the guidance of a team manager. You'll be responsible for providing exceptional technical support to our clients, troubleshooting issues, and working with our technical team to resolve complex problems. **Working Hours and Schedule** Our 24/7 live-chat team operates on a 2-shift schedule, with rotations to ensure that our clients receive uninterrupted support. You'll work either from 9 pm to 9 am CST or 9 am to 9 pm CST, with regular rotations to maintain a healthy work-life balance. **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 teams to troubleshoot issues, resolve complex problems, and implement new features and updates. * **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 be able to break down complex technical concepts into simple, easy-to-understand language, making it accessible to our clients and other non-technical team members. **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 clients, both in writing and over the phone. * **Ability to establish good working relationships with customers**: You'll need to build trust and rapport with our clients, providing exceptional customer service and support. * **Solid troubleshooting ability**: You'll need to be able to analyze complex technical issues, identify root causes, and implement effective solutions. * **Ability to learn technical skills quickly**: You'll need to be able to absorb new technical knowledge and skills quickly, staying up-to-date with the latest developments in our products and services. * **In-depth learning and understanding of our mobile and online banking products**: You'll need to have a deep 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 investigate and diagnose complex 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 in a fast-paced environment. * **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 highest standards of quality and customer satisfaction. **As Plus** While not essential, the following qualifications would be a huge asset in this role: * **Experience in banking live-chat**: You'll have a solid understanding of the banking industry and live-chat support, making it easier to provide exceptional customer service and support. * **Experience in technical support**: You'll have a proven track record of providing technical support, troubleshooting complex issues, and resolving customer complaints. * **Experience with Dialogflow**: You'll have experience with Dialogflow, a popular platform for building conversational interfaces. * **Experience with various mobile phone platforms, especially iOS and Android**: You'll have experience with multiple mobile phone platforms, including iOS and Android. * **Project management experience**: You'll have experience managing projects, prioritizing tasks, and meeting deadlines in a fast-paced environment. * **Working directly with US-based customers**: You'll have experience working directly with US-based customers, understanding their needs, and providing exceptional customer service and support. * **Knowledge of US banking systems**: You'll have a solid understanding of US banking systems, including their regulations, laws, and industry standards. **Our Benefits** As a member of our team, you'll enjoy a range of benefits, including: * **Fully remote work**: You'll have the flexibility to work from anywhere, at any time, as long as you have a stable internet connection. * **Long-term employment**: We're committed to providing long-term employment opportunities for our team members, ensuring that you can build a stable and secure career with us. * **Competitive salary**: You'll receive a competitive salary that reflects your skills, experience, and qualifications. * **Community of practice, regular knowledge sharing among colleagues**: You'll be part of a dynamic community of practice, where you can share your knowledge, learn from others, and stay up-to-date with the latest developments in our industry. * **Internet compensation (50$ per month)**: You'll receive a monthly internet compensation to help you stay connected and productive. * **Friendly and easy-going international team and colleagues**: You'll be part of a diverse, international team that's passionate about delivering exceptional customer experiences and making a difference in the world. **How to Apply** If you're a motivated, tech-savvy individual with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume, cover letter, and any relevant certifications or qualifications. We can't wait to hear from you! Apply for this job