Junior Tech Support Specialist

Summary

Join our team as a Technical Support Specialist and provide 24/7 support for clients using our mobile and online banking solutions. You will work directly with clients, addressing their technical questions and collaborating with a remote technical team. This entry-level role involves working with a small team, coordinating with other departments, and directly interacting with end-users via live chat. We are seeking a smart, creative individual with a good technical understanding who thrives in both independent and collaborative environments. The position offers a Monday-Friday schedule, working 11 am - 7 pm US EST. This role requires excellent communication skills, strong troubleshooting abilities, and a quick aptitude for learning technical skills.

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

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

Preferred Qualifications

• 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

Benefits

• Remote-friendly role, depending on location eligibility
• Long-term employment
• Competitive salary
• Paid vacation and days off on national holidays
• 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