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?e 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: 12 am - 9 am EST/4 pm - 12 am EST (Sat, Sun - full coverage) - rotation schedule; 2 shift schedule: 9 pm - 9 am CST / 9 am - 9 pm CST - 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
?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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