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: 2 shift schedule: 9 pm - 9 am CST / 9 am - 9 pm CST - rotation schedule; 5 days shift (Sat 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.