Junior Tech Support Specialist (24/7 live-chat Team)
Remote
Technical Support /
Full-time /
On-site
Industry leader in mobile and online banking technology seeks Technical Support Specialist with a great attitude. This person 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.
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.
