Junior Tech Support Specialist (24/7 live-chat Team) id-8033

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 schedule - Monday-Friday
Working hours - 11 am - 7 pm US EST (New York time zone)

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
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