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.
Were 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
Paid sick leave and internal medical insurance policy
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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