Junior Tech Support Specialist

Summary

Join our team as a Technical Support Specialist and manage short-term upgrade projects for clients' mobile and online banking solutions. You will work directly with clients, perform technical tasks, and collaborate with a remote technical team. This entry-level position involves working on upgrade projects to deliver new features efficiently. You'll work under a team manager, coordinating with other departments and clients. The role requires in-depth understanding of our banking software and apps, excellent communication skills, and strong troubleshooting abilities. We offer a fully remote work environment and various other benefits.

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
• Documenting the constantly changing requests we receive for new feature development
• Ability to manage a dynamic work load with many concurrent tasks
• Managing, monitoring, and improving the quality of the tech support process

Responsibilities

• Understanding our banking software and apps in-depth
• Tracking project statuses, meeting deadlines, and launching new products
• Training banks and credit unions on mobile and online technology while communicating technical concepts at an appropriate level
• Configuring mobile banking apps and performing some technical configurations
• Coordinating integrations with third party financial services
• Coordinating with software technicians, technical support, and developers as needed
• Examining technical logs to troubleshoot and resolve issues encountered during implementation
• Performing basic QA tests after implementing changes
• Work or volunteer experience handling technical processes and/or the ability to explain such processes to less-technical people

Preferred Qualifications

• Experience in technical support
• Experience with various mobile phone platforms, especially iOS and Android
• Project management experience
• Working directly with US-based customer
• Knowledge of US banking system

Benefits

• Fully remote work
• Long-term employment
• Paid vacation and days off on national holidays
• Internet compensation (50$ per month)
• Community of practice, regular knowledge sharing among colleagues
• Friendly and easy-going international team and colleagues