Junior Tech Support Specialist (24/7 live-chat Team) at Access Softek

About the role

Industry leader in mobile and online banking technology seeks JuniorTechnical 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. Rotational shifts — 2 days on 1st shift – 10 AM – 10 PM (EST), 2 days on 2nd shift 10 PM – 10 AM (EST), 4 days on backup (standby only, no active duties expected ), with regular days off between rotations. 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 Remote-friendly role, depending on location eligibility Long-term employment Competitive salary Internal medical insurance Community of practice, regular knowledge sharing among colleagues Internet compensation (50$ per month) Friendly and easy-going international team and colleagues. Originally posted on Himalayas